Due to an increase in the volume of cases we are currently receiving there is a delay of 14-16 weeks in allocating some complaints to a complaints reviewer.
This delay has reduced from 11 months in 2022 when we were impacted by COVID 19. In 2023-24 we experienced an increase in the volume of casework we received which impacted on the timescales for allocating some complaints. To address this we are continuing to make positive improvements in how we deliver our service.
It's important to note that the delay to allocation does not apply to everyone who brings a complaint to the SPSO. If a complaint is not one we can look into, we usually tell people within a matter of weeks. For complaints we can look into, we have systems in place that prioritises them for allocation. These are where the person bringing the complaint (or person affected) is vulnerable, the matter is urgent and ongoing, or where there is a significant public interest.
We encourage people to tell us if their circumstances change so that we can review the priority. Likewise, if your circumstances change and you no longer wish to pursue your complaint, please let us know.
Please see below for further details.
What is the current position regarding delays?
- Regrettably, the SPSO is currently experiencing significant delays in allocating some public service complaints to Complaints Reviewers (our officers who consider complaints on behalf of the Ombudsman).
- Some complaints are taking up to 14-16 weeks to allocate after initial assessment, but it is important to note that not all complaints are affected. We actively manage complaints from the point we receive them and will keep those affected by the delays informed.
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Scottish Welfare Fund (SWF):
There are no delays allocating reviews for Scottish Welfare Fund.
Our SWF team is available at 08000147299 during the following hours:
- Monday, Wednesday, Thursday and Friday 9am-5pm
- Tuesday 10am-5pm
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Independent National Whistleblowing Officer:
There are no delays allocating reviews for Independent National Whistleblowing Officer.
Our advice team is available at 0800 008 6112 during the following hours:
- Monday, Wednesday and Friday 9am-1pm
- Tuesday and Thursday 12noon-4pm
- Initially, our case allocation times were impacted by the COVID-19 pandemic. The pandemic affected us in a number of ways. For example:
- we had to adapt to deliver our services online
- we experienced reduced staff resources and higher than normal staff turnover as a result of staff progression and absences.
- some investigations took longer because of the impact on public bodies.
We took significant steps to recover post-pandemic and reduce the allocation time from 11 months. However, there was a 33% increase in the number of complaints received in 2023-24 when compared to 2022-23.
What happens when the SPSO receives a complaint?
- All complaints are reviewed with two weeks of receipt. We assess each complaint to identify whether it should be prioritised for immediate consideration, or whether it can be resolved or handled quickly.
- We prioritise cases where the complainant (or person affected) is vulnerable, the matter is urgent and ongoing, or where there is a significant public interest.
- We recognise that not all cases can be prioritised or addressed quickly, and these are held until they can be allocated. We inform people about the delays and encourage them to contact us if they think their complaint should be given priority or their circumstances change.
- We monitor resources and service delivery constantly and where we can, adapt to make more effective use of our resources.
- We recognise that many people who come to us have already been through a local process, which itself may have been subject to delay. We also recognise that complainants are seeking a solution to a problem so where we can, we attempt to resolve cases by finding a solution. We have implemented guidance to support our own staff, and public bodies in taking a resolution-based approach whenever possible.
- We now take a more considered approach than we used to about how much investigation we should do on each case. Our focus is on the complainant and we are open with them, particularly in relation to what can be achieved. We know that making complaints can be very stressful, and if we cannot achieve more for the complainant or there isn’t a wider public interest we think it important to say so early on.
- To enable us to assess this, we do some investigatory work (often referred to as initial enquiries). We look at a number of things at this point, such as whether the local investigation has already identified issues and put in place the sorts of remedies the SPSO would. We often seek initial specialist advice to inform this. We are able to do this because model complaint handling has driven improvements in public bodies complaints handling. There is more about this in our Annual Report and Accounts.