Our consultation on the updated SPSO Statement of Complaints Handing Principles is now open and we are accepting responses until Friday 31 January 2025.
Updated SPSO Statement of Complaint Handling Principles (PDF, 799KB). This document is formatted for consultation and the content may be presented differently for different audiences and media.
The Principles have been in place, and remain largely unchanged, since they were approved by the Scottish Parliament in January 2011. Recently, we have had the addition of the Whistleblowing Principles in April 2021, and the Child friendly Complaints Handling Principles in July 2024 as part of the overall suite of principles.
The purpose of this consultation is to gather responses on the updates regarding language to ensure the Complaints Handling Principles are clear and easy to understand.
The consultation is open to any organisation required to comply with the Principles. We would also like to hear from public services organisations that are not within our jurisdiction and from third sector organisations, especially those that work with public bodies.
The consultation questionnaire can be found here: https://forms.office.com/e/H8UudSL8Y8
Alternatively, you can download and complete a Word version of the document and submit this to [email protected].