Event Summary

Complaint waiting times at the SPSO have surged to as long as nine months, with demand nearly doubling in just over a year. Complaints rose by 31% in 2025–26 compared with the previous year, yet despite this significant rise, the SPSO closed 17% more cases over the same period, underlining just how vital efficient, effective complaint resolution has become.*

Join Holyrood Insight’s Public Sector Complaints Conference on 28th January 2027 in Edinburgh for practical solutions, ideas and strategies on how a positive complaint handling culture can drive lasting change across the public sector.

Gain insight on the latest updates from the SPSO, including successful collaboration, key achievements and future strategic priorities. Learn how to put people at the heart of complaint handling, effectively manage increasing complaint volumes and ensure the most appropriate resolution options to achieve positive outcomes.

Explore the Police Investigation & Review Commissioner (PIRC)’s Child Friendly Complaint Handling Guidance and its role in shaping the upcoming Statutory Guidance. Hear from best practice examples on managing complex and sensitive complaints, ensuring service users feel supported, listened to and treated with empathy throughout the complaint process.

The use of AI in complaint handling is on the rise. Discover how complainants are using AI, as well as how technology can improve triage, case management and response processes. Learn about practical, cost-effective approaches to scale technology adoption while ensuring digital inclusion and effectively handling data protection complaints and subject access requests.

Learn how to strengthen staff confidence and capability when responding to complaints, distress, vulnerability and challenging situation. Understand how to support vulnerable service users, identify risks and safeguarding concerns at an early stage, and improve complaint recording, tracking and case management. Grain practical guidance on streamlining complaint handling and establishing consistent practice across teams.

Explore strategies for achieving early resolution, when it is appropriate and how to select the most effective pathway for each complaint. Learn how and when to collaborate with advocacy groups and support organisations to improve outcomes and enhance support.

Spotlight the key elements of an effective investigation process, including how to determine the appropriate approach, scope and level of investigation for different types of complaints. Learn how to use feedback effectively and foster a culture open to receiving, understanding and learning from complaints.

With complaints at a record high, this is a pivotal moment for the public sector. Join us for a full day or networking and learning how strong leadership, clear accountability and meaningful collaboration between service providers and users can drive continuous improvement across the public sector.

*SPSO

Key Points

  • Spotlighting the SPSO’s work: collaboration, achievements and strategic priorities
  • Embedding effective complaint handling
  • Addressing the PIRC Child Friendly Complaints Handling Guidance: handling sensitive complaints while improving accessibility, communication and outcomes
  • Supporting vulnerable service users
  • Strengthening early resolution routes to address concerns quickly and effectively
  • Collaborating with advocacy groups and support organisations
  • Strengthening staff confidence and skills in complaint handling
  • Using AI and technology in complaint handling
  • Establishing an effective investigation process
  • Learning from complaints

Sponsorship

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