All the evidence suggests that getting a response to a complaint right first time has real benefits for any organisation. And the key to achieving this is empowered front-line complaints handling staff.
As part of our new role as a Complaints Standards Authority we will be seeking to provide specific support for front line staff as well as those staff in each body responsible for investigating complaints and creating complaints processes.
We will provide information about training; pass on the best practice we see both within Scotland and internationally; and help facilitate networks to allow complaints handlers to learn from the experiences of others in similar jobs in different organisations.
This part of our role will develop over time and will seek to be responsive to the needs of complaints handlers. Currently, this site provides information about our own training programme and also about some of the best practice information we already have.