Event Summary

Public sector complaints are on the rise in Scotland, with the Scottish Public Services Ombudsman recording a 33% increase in the number of complaints received last year*.  Effective complaint handling is now more important than ever for public sector organisations across Scotland.

Join Holyrood Insight’s timely Handling Public Sector Complaints Scotland Conference this autumn to strengthen complaint handling processes across your organisation. Hear from keynote speaker Rosemary Agnew, the Scottish Public Services Ombudsman, who will discuss the next steps for driving improvement in complaint handling. Understand how to embed learning and improvement at the heart of the complaints process.

What does effective complaint resolution look like? Gain insights from best practice case studies from across Scotland and embed the key values and principles required to handle stage 1 and stage 2 complaints more effectively and efficiently in your organisation.

Expert speakers from across the sector will dissect common challenges faced throughout the complaint handling process. Take away practical solutions to improve your organisation’s ability to navigate challenges, including vexatious complaints, and deliver improved outcomes for all.

It is vital for organisations to view complaints as an opportunity for learning and development. Understand how to utilise complaints to drive continual development to lower future complaint numbers. Establish practical solutions to ensure positive outcomes for all and rebuild trust with service users.

Bringing together colleagues from across Scotland, don’t miss out on this opportunity to learn, collaborate and strengthen your approach to effectively handling complaints.

We look forward to bringing you the full programme and speaker line-up shortly.

*Scottish Public Services Ombudsman

Key Points

  • Next steps for improving complaint handling across Scotland
  • Understanding both perspectives: the organisation and the customer
  • Practical solutions for effectively managing expectations and targets
  • Effectively engaging with service users
  • Managing high volumes of complaints
  • Developing clear and coherent complaint handling strategy
  • Understanding how to use data trends to improve complaint handling processes
  • Handling child friendly complaints


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