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

SPSO Conference

SPSO Complaints Improvement Conference 2020

*Our most recent conference took place on 25 February 2020*

This event was designed for public sector staff, advice agencies and academics for whom learning from complaints to improve services is a key part of their work or research.   

The conference focused on the recent review of the Model Complaints Handling Procedures and best practice in complaint handling – especially learning from complaints.  Presentations and workshops covered the following themes:

  • Supporting staff who are the subject of a complaint
  • Resolution skills
  • Encouraging positive behaviour (including the use of social media)


Updated: February 28, 2020