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At the Scottish Public Services Ombudsman (SPSO) we have a range of resources that are available to organisations to use.

These materials are intended for use when handling complaints.  For resources that focus more on the learning and improvement that can come from complaints, please go to our Learning and Improving section.


Support from peers: complaints handlers' networks

Phrase cards

SPSO fact-sheets


Case studies

  • The Complaints Standards Authority (CSA) interviewed a number of organisations about their experiences of developing complaints handling processes using our model Complaints Handling Procedures (CHPs): view case studies



Updated: January 4, 2019