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.

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.