SPSO Conference

Save the date: 19 November 2025 at the EICC - picture of the front of the EICC building

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

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

12.05 - 13.00 Lunch and networking

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

Transforming complaint handling and services with insight

Chaired by Tom Wilkinson, Chief Data Officer at the Scottish AI Alliance, 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

 

Register for SPSO Conference

Tickets - £195

If you have any questions, get in touch at [email protected]

Updated: June 24, 2025