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Easter office closure

Please note that our office will be closed for the Easter holidays from 5pm on Thursday 9 April to 10am until Tuesday 14 April 2020.


COVID-19 update

Please be aware that our office is currently not open to visitors and we are unable to take phone enquiries relating to complaints. However, our Scottish Welfare Fund review service is still available by telephone. Following the latest Government advice, we are not arranging face-to-face appointments for the foreseeable future. We are responding to emails; however, due to the impact on our staffing resources, our response times will be affected.  Please read our information for customers and organisations

Performance indicators

Performance Indicators are measures and targets that help organisations assess and demonstrate how they are carrying out their functions.

The feedback we receive has emphasised how important it is to complainants and service providers that we deal with enquiries and complaints quickly.

We are committed to improving the speed with which we deal with concerns brought to us by the public.

Performance Indicators (PIs)

PI 1 measures how quickly we establish whether or not a complaint is suitable for us and whether it has fully completed the complaints process of the organisation complained about. We want to let people know in five working days or less. The target is 95%.  This indicator is measured from the date we receive a complaint. 

PI 2 measures how quickly we establish whether we can examine a complaint under the SPSO Act, and where we see an opportunity for an early resolution of the complaint. Our aim is to let people know our decision in 80 working days or less. The target is 95%.  This indicator discounts the number of days your case is open at PI-1.

PI 3 measures how quickly we complete all our investigations. Our target is to complete 85% of all investigations in 12 months or less, including full investigation reports laid before the Scottish Parliament. This indicator discounts the number of days your case is open at PI-1.

Updated: December 3, 2019