SPSO Statement of Complaints Handling Principles

Under Section 16A of the Scottish Public Services Ombudsman Act 2002, the SPSO must publish a Statement of Principles concerning complaints handling procedures of listed authorities.

The current SPSO Statement of Complaints Handling Principles (the Principles) was approved by the Scottish Parliament in June 2025.

All organisations within SPSO’s jurisdiction must ensure their complaints handling procedure (CHP) complies with the Principles. This applies whether or not an organisation is required to follow one of the SPSO’s Model Complaints Handling Procedures (MCHPs).

The Principles are the foundation for SPSO’s MCHPs, as well as a model of good practice for CHPs in general.

We also believe the Principles are more than just good practice in how a CHP is written. They are an expression of how organisations and their staff should handle complaints, in order to develop and maintain a positive complaints handling culture.

Public services should foster a complaints handling culture of respect, transparency and accountability, to enhance relationships with citizens. Key to this complaints culture is learning, in order to drive improvement in public service delivery. Embedding the principles into complaints handling creates an environment where people feel safe and empowered to exercise their right to complain

Person-centred and rights-based complaints handling welcomes complaints, and ensures that people feel heard, respected, and valued throughout the complaints process. It supports public services in taking an approach which is compassionate, robust and considerate of the wellbeing of everyone involved.

We expect to see the Principles reflected in how organisations deal with complaints, and will hold organisations to account through our casework where the Principles are not followed.

These Principles do not stand alone, and must be read together with the SPSO’s Child Friendly Complaints Handling Principles, and the resources and guidance on good complaints handling available on our website.