Why Value Complaints?
What's New
SPSO Case Studies
This page contains examples of good practice in complaints handling taken from investigations carried out by the SPSO.
Best Practice Examples
More best practice examples on accessibility, identifying complaints and monitoring complaints have been added to the management section.
Good Communication
Advice added for front-line staff on how to promote good communication with service users as well as top tips on how to effectively deal with complainants
"Complaint Handling: Principles and Best Practice"
Report prepared for EnergyWatch on best practice in complaint handling.
Model Complaint Handling Policy and Procedures
New information on what a model complaint handling policy and procedures should contain.
Best Practice Guidance on Good Administration now available
PHSO and NSW Ombudsman best practice guidance on good administration and conduct for public bodies can now be viewed.
Investigating Complaints: The SPSO Approach
An investigation best practice guide has now been published to help organisations adopt good investigation techniques when investigating complaints.
"An organisation that truly welcomes, values and uses complaints to inspire and guide improvement will deliver better public services than one that does not" Professor Alice Brown
The SPSO is regularly asked by public bodies in Scotland for advice on how to handle complaints. Our advice must be generic but we are committed to helping and supporting public bodies in Scotland improve their complaints management culture and practice.
This website, supported by targeted literature, is designed as a resource to advise, support and inspire. Over the next months and years, our intention is that this resource grows into the definitive source of best practice in Scotland.