The Scottish Public Services Ombudsman (SPSO) has published its updated Statement of Complaints Handling Principles, approved by the Scottish Parliament in June 2025.
These Principles apply to all organisations within SPSO’s jurisdiction, regardless of whether they are required to follow one of SPSO’s Model Complaints Handling Procedures (MCHPs). They form the foundation of the MCHPs and represent a standard of good practice for complaints handling more broadly.
The Principles reflect the values and behaviours that underpin a positive complaints handling culture. They promote a person-centred, rights-based approach that ensures people feel heard, respected, and valued throughout the complaints process.
Andrew Crawford, the Acting Scottish Public Services Ombudsman, said
Learning from complaints is essential to improving public services. These Principles set the tone for how complaints should be handled, with respect, transparency and accountability.
Responding promptly and keeping people informed about the progress of their complaint is key to building trust and ensuring a fair process.
Thank you to all who shared their views during the consultation.
Organisations are expected to reflect the Principles in their complaints handling and will be held to account through SPSO casework where they are not followed.
The Principles should be read alongside the SPSO’s Child Friendly Complaints Handling Principles, and resources and guidance on good complaints handling available on the SPSO website.