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SPSO Complaints Improvement Conference 2020

SPSO Complaints Improvement Conference 2020

Our next Complaints Improvement conference will be held on Tuesday 25 February 2020 at Tynecastle Park, Edinburgh.  This is not a public event, rather it is designed for public sector staff, advice agencies and academics for whom learning from complaints to improve services is a key part of their work or research.   Specifically, it will be of interest to:

  • Those with lead responsibility for monitoring and improving organisational performance
  • Managers responsible for organisational learning from complaints
  • Quality Assurance Managers
  • Complaints and customer service managers, including staff who handle and investigate complaints
  • Organisations with an interest in consumer redress. 

The conference will focus on the recent review of the model CHP and best practice in complaint handling – especially learning from complaints.  There will be a mixture of presentations and workshops around the following themes:

  • Supporting staff who are the subject of a complaint
  • Resolution skills
  • Encouraging positive behaviour (including the use of social media)

 Cost per delegate is £100.00.  To book a place, please download a booking form and return it to

For a full, downloadable copy of the agenda please click the below image.

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Updated: December 4, 2019