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https://www.valuingcomplaints.org.uk/handling-complaints/csa-guidance/spso-principles-and-guidance
The Statement of Complaints Handling Principles was approved by the Scottish Parliament on 12 January 2011 and published by the SPSO on 19 January 2011. In February 2011 we also published our Guidance on a Model Complaints Handling Procedure, revised on the basis of consultation responses.
https://www.spso.org.uk/the-model-complaints-handling-procedures
They have also been developed within the framework of the SPSO Statement of Complaint Handling Principles, approved by the Scottish Parliament, and Guidance on a Model Complaints Handling Procedure. Read more about the background of the MCHP …
https://www.spso.org.uk/sites/spso/files/csa/principles.pdf
SPSO Statement of Complaints Handling Principles An effective complaints handling procedure is: User-focused: it puts the complainant at the heart of the process. Accessible: it is appropriately and clearly communicated, easily understood and available to all.
https://www.valuingcomplaints.org.uk/sites/valuingcomplaints/files/resources/SPSO-Statement-of-Complaints-Handling-Principles-covering-submission-November-2010-doc.pdf
‘A set of principles based on the present SPSO guidance (Valuing Complaints) founded on consumer focus and simplification should form the basis of all public service complaints handling processes, which will be developed in partnership between the SPSO and service providers. There should be a standardised complaints handling process
https://www.ombudsman.org.uk/about-us/our-principles/principles-good-complaint-handling
Related files Principles of Good Complaint Handling [.pdf, 265 KB] Principles of Good Complaint Handling - Welsh [.pdf, 304 KB] Contact us Helpline 0345 015 4033
https://www.cne-siar.gov.uk/media/CommitteeArchive/OldCommitteeDocs/audit/urgentitems/august2010/SPSO%20Consultation%20on%20Complaints.pdf
PURPOSE OF REPORT To consider a response to consultation a from SPSO on a Statement of Complaints Handling Principle and Guidance on a Model Complaints Handling Procedure . COMPETENCE . 1.1 There are no legal, financial or other constraints to the recommendations
http://www.shetland.gov.uk/comments_complaints/documents/SICComplaintsHandlingProcedure.pdf
The procedure is based on the model developed by local government complaints handling experts working closely with the Scottish Public Services Ombudsman (SPSO). This procedure aims to help us 'get it right first time'. We want quicker, simpler and more streamlined complaints handling with local, early resolution by capable, well-trained staff.
https://www.oscr.org.uk/media/1335/2016-05-31-oscr-complaints-procedure-revised.pdf
complaints, and the criteria for signing off and agreeing time extensions. These explain how to process, manage and reach decisions on different types of complaints. When using this document, please also refer to the ‘SPSO Statement of Complaints Handling Principles’ and best practice guidance on …
https://mars.northlanarkshire.gov.uk/egenda/images/att25353.pdf
SPSO Draft Statement of Principles I2 An effective complaints handling procedure puts the complainant at the heart of the process. Service providers should recognise the …
https://www.ros.gov.uk/__data/assets/pdf_file/0007/134584/RoS-Complaints-Handling-Procedure-CHP-May-2019-Final.pdf
For further information please refer to the ‘SPSO Statement of Complaints Handling Principles’ and ... Scottish Public Services Ombudsman (SPSO) The SPSO is the final stage for complaints about public organizations in Scotland, and will consider complaints where the customer is
https://ilf.scot/wp-content/uploads/2017/12/ILF-Scotland-Complaint-Handling-Procedure-1.pdf
The procedure introduces a standardised approach to handling complaints across ILF Scotland activity, which complies with the Scottish Public Services Ombudsman (SPSO) guidance on complaints handling procedures. This procedure aims to help us 'get it right first time'.
https://hub.nes.digital/media/1054/complaints-guidance-2017.pdf
of the SPSO Statement of Complaints Handling Principles and best practice guidance on complaints handling from the Complaints Standards Authority at the SPSO. ... This complaints handling procedure is based on the human rights principles of: • Participation: everyone has the right to participate in decisions which affect them, ...
https://www.mwcscot.org.uk/sites/default/files/2019-08/ComplaintHandlingProcedures_1.pdf
public sector which complies with the Scottish Public Services Ombudsman’s (SPSO) guidance on a model complaints handling procedure. This procedure aims to help us ‘get it right first time’. We want quicker, simpler and more streamlined complaints handling with …
https://www.shb.scot.nhs.uk/board/policies/ComplaintsHandlingProcedure-Sept2018.pdf
handling complaints across the NHS, which complies with the SPSO's guidance on a model complaints handling procedure, meets all of the requirements of the Patient Rights (Scotland) Act 2011, and accords with the Healthcare Principles introduced by the Act.
https://www.gha.org.uk/__data/assets/pdf_file/0012/2055/Complaints-Policy-October-2012.pdf
SPSO’s Guidance on a model Complaints Handling Procedure, which was published in February 2011. It also reflects the SPSO Statement of Complaints Handling Principles approved by the Scottish Parliament and published in January 2011. 2. THE GROUP The Group parent will be registered with the Scottish Housing Register and
https://www.dumgal.gov.uk/media/19214/Social-Work-Complaints-Handling-Procedure/pdf/20170331-SWSModelCHP-DGC_SW_V2.pdf
complaints handling procedures, so where complaints cut across services, they can still be handled in much the same way as other complaints. As far as is possible we have produced a standard approach to handling complaints across local government and the NHS, which complies with the SPSO's guidance on a model complaints handling procedure.
https://www.ombo.nsw.gov.au/__data/assets/word_doc/0018/26217/Complaint-handling-model-policy-word-template.docx
This policy provides guidance to our staff and people who wish to make a complaint on the key principles and concepts of our complaint management system. 1.2Scope. This policy applies to all staff receiving or managing complaints from the public made to or about us, regarding our products [where relevant], services, staff and complaint handling.
https://www.copfs.gov.uk/images/Documents/Comments_and_Compaints/COPFS%20Complaints%20Handling%20Procedure.pdf
When using this document, please also refer to the ‘SPSO Statement of Complaints Handling Principles’ and best practice guidance on complaints handling from the Complaints Standards Authority at the SPSO (
https://www.aberdeencity.gov.uk/media/5250
The procedure has been developed by local government complaints handling experts working closely with the Scottish Public Services Ombudsman (SPSO). We have tried to produce a standard approach to handling complaints across local government, which complies with the SPSO's guidance on a model complaints handling procedure.
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