The SPSO Conference on Wednesday 19 November 2025 in the Edinburgh International Conference Centre is aimed at staff and representatives involved in complaint handling for public sector organisations in Scotland.
SPSO Conference Agenda
From Complaint to Impact: The journey of improving outcomes for service users.
9.00 - 9.30 Registration and networking
SPSO welcome, overview of the day and an in-depth look at the latest themes and challenges that SPSO are seeing across public services.
Benjamin Napier - Chief Executive, Citizens Advice Edinburgh
This keynote piece will focus on our service users and understanding their experiences. Benjamin Napier, Chief Executive of Citizens Advice Edinburgh brings a host of experience from throughout his career, including roles at Childline Helpline Service, Capability Scotland and as a Local Authority Social Worker. In particular, he will look at the impact of the cost of living crisis on services users, including those on low income and people with vulnerabilities. There will be opportunity for questions in the session.
10.30 - 10.55 Networking and refreshments
11.00 - 12.05 Parallel sessions
Parallel track A - Workshop: Tools for supporting respectful engagement
In this workshop, we will look at practical examples and discuss and share tools for positive, respectful engagement and approaches to take when handling challenging communications.
Parallel track B - Conversation piece: Supporting staff through change
Chaired by Dorothy Armstrong, SPSO Lead Adviser, this session will focus on the cuts to public sector services and the impact we are seeing on:
- complainant behaviour
- complaints
- and complaint handlers
12.05 - 13.00 Lunch and networking
13.05 - 14.10 Parallel sessions
Parallel track A - Workshop: Tools for supporting positive engagement
In this workshop, we will look at practical examples and discuss and share tools for positive, respectful engagement and approaches to take when handling challenging communications.
Parallel track B - Conversation piece: Supporting staff through change
Chaired by Dorothy Armstrong, SPSO Lead Adviser, this session will focus on the cuts to public sector services and the impact we are seeing on:
- complainant behaviour
- complaints
- and complaint handlers
14.10 - 14.40 Networking and refreshments
14.45 - 15.45 Panel discussion
Transforming complaint handling and services with insight
The panel will showcase how using insights can improve complaints handling. The panel will share their experience of learning and improving from complaints, and top tips for building a positive culture that values feedback from complaints.
Panel members:
- Scottish Government
- NHS Fife
- Scottish Water
Tickets - £195
If you have any questions, get in touch at [email protected]