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Complaints Standards Authority Update December 2016

Wednesday, December 21, 2016

Download the CSA update December 2016 (PDF, 70KB)

Social work complaints procedure
The Social Work Model Complaints Handling Procedure (CHP) was published on 15 December 2016.  It brings social work complaints handling in line with the new NHS model CHP that will be introduced from 1 April 2017 and sets out how complaints about social work services must be handled from 1 April 2017.  It will apply to all organisations that deliver social work functions, including both local authorities and health and social care partnerships. We formally notified the chief executives of Scotland’s local authorities and health boards, in addition to the chief officers of all health and social care partnerships, of the publication of the new CHP.
The new procedure was developed by a working group that included representatives from local authorities, health and social care partnerships, the Scottish Government and the third sector, together with other key partners from the public sector including the Care Inspectorate and the Scottish Social Services Council.  We would like to thank all those involved for their invaluable help in producing the new CHP and associated documents, which are available on the Valuing Complaints website.

Read about the forthcoming changes to social work complaints processes

NHS complaints procedure
We are continuing to work closely with NHS Education for Scotland to update the existing NHS feedback and complaints e-learning modules to reflect the changes in the new procedure. We are also working to develop a programme of education and awareness sessions and will provide further information in future updates.

Complaints handling networks
Local Government
The local government complaints handlers network met in November and the next meeting will be in March 2017. The network has introduced a working group to consider options for a more effective approach to reporting the annual complaints performance of councils.  The CSA is pleased to be part of this working group, which will meet early in 2017 and report its findings to the next meeting of the full network.

Further Education
The next complaints handling advisory group meeting will take place in February 2017 at the College Development Network in Stirling.  The meeting will consider its approach to planning for this year’s annual complaints event.

The next meeting of the housing complaints handlers network will be held in January 2017.

 For all previous updates, and for more information about the networks and the CSA, visit our dedicated website or email

Updated: March 8, 2017