SPSO publishes updated complaints handling principles
- Area of Work: Policy and Research
- Type: News Item
- Published: 21st August 2025
SPSO updates complaints handling principles to support a positive, learning-focused culture around raising and resolving complaints.
The Scottish Public Services Ombudsman (SPSO) has published an updated Statement of Complaints Handling Principles, following approval by the Scottish Parliament in June 2025.
The revised Principles are designed to foster and maintain a positive complaint handling culture, with a strong emphasis on learning in order to drive improvement in public service delivery. They aim to create an environment of respect, transparency and accountability, where individuals feel empowered and supported to raise concerns and exercise their right to complain.
These Principles apply to all organisations within SPSO’s jurisdiction to ensure their complaints handling procedures comply with these underpinning principles. For organisations who do not comply, they will be held to account through SPSO casework.
Find out more at SPSO Statement of Complaints Handling Principles.
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