SPSO Complaints Improvement Conference 2020

SPSO Complaints Improvement Conference 2020

Thank you to everybody who participated in the Scottish Public Services Ombudsman (SPSO) complaints improvement conference on 25 February 2020. Please find below the resources and materials from the event. 

Presentations

Model Complaints Handling Procedure

'Overview of the Model Complaints Handling Procedures progress to date and revisions' by John Stevenson and Bronwen Fellows of SPSO (PDF, 518KB)

Theme 1: Resolution

• 'What is resolution?' by Carolyn Hirst of Hirstworks (PDF, 1MB)
• 'Use of mediation in the Scottish public sector' by May Millward of Scottish Mediation Network (PDF, 961KB)

Theme 2: Making complaints work for everyone

• 'Supporting vulnerable people' by Niki Maclean of SPSO (PDF, 334KB)
• 'Towards therapeutic complaint resolution' by Dr Chris Gill of University of Glasgow and Jane Williams of Queen Margaret University(PDF, 452KB)
• 'Supporting staff' by Shelley Hutton of Castle Rock Edinvar Housing Association (PDF, 631KB)

Theme 3: Challenging behaviour

• 'Reframing and revising unacceptable actions policy' by Valerie Malloch of SPSO (PDF, 422KB)
• 'Use of social media by complainants' by Molly McGrady, Scott Flannigan and Fionn Bair of Anderson Strathern (PDF, 1MB)

Questions & Answers

•  A list of questions raised by conference attendees and our answers (PDF)

Handouts

• Supporting staff guidance (PDF, 3MB)
• Mediation for complaints (PDF, 127KB)
• Revised MCHP overview of changes (PDF, 390KB)
• Revised MCHP resolution quick-guide (PDF, 467)
• Alternative complaint resolution approaches

Past conferences

Find out more about our past conferences below:

• 2017 Conference

  • Materials from the 2017 SPSO Conference