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Complaints Standards Authority Update July 2015

Wednesday, July 22, 2015

CSA Update July 2015 (PDF, 37KB)

Local government

The next meeting of the local government complaints handlers network is scheduled for 30 October 2015. Performance management is a standing agenda item at network meetings where performance against the key performance indicators is discussed. These indicators were initially drafted in 2012 when the model CHP was introduced and councils have made considerable progress in the way in which complaints performance is captured and reported to produce a baseline of complaints handling performance. The next meeting of the network will consider the annual complaints performance for 2014/15, and the development of guidance to support the learning from complaints.


Our work continues towards bringing forward changes to the NHS complaints handling arrangements. The intention is to adopt a partnership approach to include a working group made up of NHS Board representatives and other NHS stakeholders to take this work forward. The aim of the working group will be to work with the CSA to develop a standardised model CHP for the NHS within the framework of other model CHPs developed and introduced across the public sector in Scotland. It will take account of appropriate amendments to the regulations and directions associated with the Patient Rights (Scotland) Act 2011 and to the Scottish Government’s ‘Can I Help You’ guidance. Further information will be provided soon.


The meeting of the housing complaints handlers network planned for July has been rescheduled to August with the most likely date being 14 August depending on the final venue. The chair of the network will write to members to confirm the arrangements. One of the main features of the network meeting will be comparing complaints handling performance from the first quarter of 2015/16 and benchmarking of performance within the network.

Further information on the role of the network, including details of how you may join, can be obtained from

Further education

An update on the work to consider the current categories of complaints used across the sector and the approach to measuring customer satisfaction with the complaints procedure with a view to identifying and sharing good practice across the sector will be provided in due course.

We would encourage any colleges that wish to join the further education complaints advisory group to contact us at and we will pass your details on to the chair of the group.

Higher education

We encourage all higher education institutions to contact us directly at for advice on performance reporting, the compliance requirements of the Scottish higher education model CHP or for generalist advice on complaints handling.

Training Events 

Bookings are now open for the first ever SPSO Conference

Thursday 8 October 2015, COSLA conference centre, Edinburgh

Complaints processes generally concentrate on ‘putting it right’ for the consumer. Using the intelligence that can be derived from complaints, how can we ensure we ‘get it right’ next time for everyone else? How do we ensure that our complaints processes and responses are fit for purpose and allow us to identify where there is learning and meet the needs of the consumer?

Keynote speakers from the SPSO and public and private sector organisations will talk about their real-world challenges in changing organisational culture, embedding potential learning and improving future practice. A series of workshops and ample networking opportunities will enable delegates to meet with colleagues across the public sector and beyond.

Who should attend?

  • Those with lead responsibility for monitoring and improving organisational performance
  • Managers with responsibility for organisational learning from complaints and feedback
  • Quality Assurance Managers
  • Complaints and customer service managers
  • Organisations with an interest in consumer redress.

Where and when?

9am – 4pm, COSLA conference centre, Edinburgh (near Haymarket train station)

Price: delegate rate £150 pp, including refreshments and conference materials

Booking forms are now available from


Booking now:

Complaint investigation skills (stage 2 of the model CHP): 1 day open course

Wednesday 9 September 2015, central Edinburgh

Our next open training course for staff handling second-stage complaints (Investigation Skills) is on Wednesday 9 September 2015 in central Edinburgh. This is open to staff from all sectors under the SPSO’s jurisdiction. Full course details are available on the SPSO Training Unit section of this website.

For more information and to book spaces please contact

We have more information about courses that we can offer to organisations in our flyer: SPSO Training 2015 (PDF, 40KB)

Updated: March 8, 2017