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COVID-19 update

Our office is currently not open to visitors. We are responding to emails; however, due to the impact on our staffing resources, our response times will be affected.  From Monday 25 May 2020, we will also be operating a limited telephone service.  Our Scottish Welfare Fund review service is still available by telephone as normal.  Please read our information for customers and organisations

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

Theme 2: Making complaints work for everyone

Theme 3: Challenging behaviour

Questions & Answers

Handouts


Past conferences

Find out more about our past conferences below:

Updated: August 4, 2020