The Public Services Reform (Scotland) Act 2010 (‘the PSR Act’) was passed by the Scottish Parliament to give effect to some of the recommendations of the Sinclair Report.

This legislation gave the SPSO new responsibilities and powers in relation to complaints handling, specifically, it gave the SPSO a new role to oversee the development of standardised model complaints handling procedures for each sector (local authority, housing, NHS, further and higher education etc) and to promote and monitor best practice in complaints handling.