Friday 16 October - Sunday 18 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

SPSO Launches Revised Good Complaints Handling Training

We are excited to announce the launch of our newly refreshed Good Complaints Handling training after the recent publication of our updated Statement of Complaints Handling Principles.

This training is a self-guided course aimed at staff handling complaints at stage 1 of the Model Complaints Handling Procedure (MCHP) but would be useful for anyone involved in complaints handling looking to develop their knowledge.

Course content: 

  • SPSO Statement of Complaint Handling Principles
  • what a complaint is and isn’t, according to the MCHP
  • complaint outcomes, responses and record-keeping
  • what makes a good apology
  • respectful engagement

Course information:

  • self-paced: complete anytime online
  • knowledge checks: test as you learn
  • time efficient: approximately 45 minutes
  • SPSO accredited certificate: awarded on completion
  • Cost: £50 per person

Register for Good Complaints Handling Training

Updated: September 2, 2025