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Making the Most of Complaints: SPSO Conference 2017

Conference 2017Thank you to everybody who participated in the Scottish Public Services Ombudsman (SPSO) conference on 15 March 2017. Please find below the resources and materials from the event.

Materials

Quality Assurance tool

Decision-making tool for Complaint Investigators

(please note, these are currently in draft.  We would welcome feedback on these - please get in contact).

Presentations

Session 1 - Using complaints to drive improvements

Session 2 - Impactful outcomes

Session 3 - Improving complaints handling

Updated: May 2, 2017