Event Summary

Following the launch of the SPSO’s Good Complaint Handling Principles, what steps can your organisation take to ensure compliance and embed a culture of continuous learning from complaints?

Complaints can drive change. Join Holyrood Insight’s timely Public Sector Complaints Conference to learn how the SPSO’s new Good Complaint Handling Principles has put people at the heart of every response and understand how you can embed a rights-based approach in practice.

Fostering a culture of respect, transparency, and accountability, you will hear from a range of trailblazing public sector organisations on what works, how to drive improvement in public service delivery, and engage with complaints as a tool for learning.

Spotlighting key areas from the Good Complaint Handling Principles, you will gain practical solutions, ideas, and strategies to strengthen your complaints process. From making complaints more accessible, to equipping staff with the right training and creating an environment where people feel safe and empowered to raise concerns, learn how you can improve outcomes for service users.

Gain insight on creating a complaint process that is thorough, proportionate, consistent, and effective, achieving better outcomes and embedding clear standards across investigations and redress.

Explore how to keep it simple and timely, with flexible, realistic timescales, and quality investigations that improve trust and engagement. You will also gain the tools to work towards early resolution and to build a culture of learning and improvement that shifts mindsets and drives lasting change.

We will also hear how to support people with vulnerabilities through complaints including children and young people. Spotlighting service users, you will hear how you can improve their experiences and future outcomes from implementing complaints as feedback.

Don’t miss this opportunity to network with colleagues from across the public sector, work towards resolution, and empower staff and service users to drive a culture of improvement.

Key Points

  • Embedding the Good Complaint Handling Principles in practice
  • Developing a person-centred approach to complaints
  • Building a timely and transparent response to complaints
  • Handling complex complaints and complainants: positive and respectful engagement in challenging circumstances
  • Supporting vulnerable service users through the complaints process
  • Empowering and equipping staff to value complaints and improve outcomes for service users
  • Learning from best practice in complaint handling
  • Shifting mindsets and culture within your organisation towards complaints

Sponsorship

Interested in sponsoring this event? Click here for sponsorship opportunities.