Valuing Complaints is the SPSO’s Complaints Standards Authority (CSA) website.  It provides a centre for best practice in complaints handling.  It contains information to help support improvement in public sector complaints handling, including: model complaints handling procedures (CHPs) for Scotland; implementation and compliance guidance; and best practice and training resources.

This website includes a community forum which aims to generate discussion and sharing of best practice amongst the professional complaints handling community, both within and between different sectors.   We aim to facilitate effective and professional social networking amongst complaints handlers and create a forum that supports the sharing of experiences and learning in complaints handling.

We hope you find this website useful and we look forward to supporting you to develop a culture that values complaints as a driver of improvement in the delivery of public services.

The CSA Team

CSA News

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Join the conversation

Access free advice, guidance and support by joining experienced practitioners, policy-makers, expert advisers and CSA representatives in our Forum.

Learn from complaints

Maximise your potential with tailored eLearning courses in complaints handling, the CSA's CHPs and complaints handling skills in our Training Centre.

Complaints Standards Authority

The CSA was established by the SPSO in 2010 to work with public bodies to standardise and improve complaints handling procedures.