Monday 19 October: Complaint form offline

The supplier of our case management system has confirmed that they are experiencing a significant technical issue.

At present, we have no access to the case management system and we are currently unable to take new Public Service Complaints or provide updates on cases. We are planning on the basis that this could continue for a period of time including next week.

Please be assured we are doing all we can and will provide updates on our website.

For an all service update: Service update | SPSO

Enabling Complaint Handler Wellbeing

At the 2023 SPSO Conference, Carolyn Hirst, Independent Consultant and Researcher at Hirstworks, delivered a fantastic session to delegates drawing on her own experiences and learnings to do with complaint handler wellbeing. Carolyn kindly provided a write up on her talk which can be downloaded in full below or viewed on Carolyn's LinkedIn, where it was first published.

In this write up, Carolyn covers:

  • What is wellbeing?
  • Research into the impact and harms of complaints on people who are complained about
  • Good practice principles and guideline on being complained about, which are available as a free online resource.
  • Complaint handling in a changing world
  • What it means to be a complaint handler and how to maintain and enhance your wellbeing
  • The impact of systems and practices on complaint handler wellbeing
  • The role of the organisation to avoid employee harm and how they can do it
  • Defining complaint handler wellbeing

Download the full article

Updated: December 5, 2023