Event Summary

Complaints to Scotland’s Ombudsman are at record levels. In 2025-26, complaints rose by 31% on the previous year and have more than doubled since 2019-20*.

With public bodies under growing pressure, efficient, effective complaint resolution has never been more important. Join Holyrood Insight’s Public Sector Complaints Scotland Conference on 28th January 2027 in Edinburgh to explore how to resolve complaints earlier and use the learnings to drive lasting improvements to services.

The Scottish Public Services Ombudsman (SPSO) will deliver a keynote address on the latest developments in complaint handling, joined by expert speakers from across Scotland’s public services.

Hear best practice examples of managing complex and sensitive complaints, including complaints involving bereavement, trauma, or serious harm, and those spanning multiple organisations. Ensure service users feel supported, listened to, and treated with empathy throughout the complaint process.

We will discuss how to recognise and respond to vulnerability, make reasonable adjustments, and offer the right support. We will share new guidance on child friendly complaint handling – how do you ensure that the process is informative, empowering, confidential, and compassionate?

Find out how complainants are increasingly using AI tools to draft and submit complaints, and discover cost-effective ways to respond. You will learn how to streamline your processes and scale technological solutions while ensuring digital inclusion.

Since June 2026, all organisations that act as data controllers must have a clear internal process for managing data protection complaints. Take away best practice approaches for meeting this new duty under the DUAA, and handling subject access requests in line with updated ICO guidance.

Expert speakers will share how to build staff confidence, improve complaint recording and case management, and streamline processes across teams. We will explore how to choose the right pathway for each complaint, when to collaborate with advocacy groups and support organisations, and spotlight the key elements of an effective Stage 2 investigation.

With complaints to the SPSO at a record high, this is a pivotal moment for the public sector in Scotland. Join us for a full day of learning and networking and discover how a positive complaint handling culture can drive lasting change across public services.

*SPSO

Key Points

  • Spotlighting the SPSO’s work: collaboration, achievements, and strategic priorities
  • Accessible complaint handling and Child Friendly Complaints Handling Guidance
  • Addressing rising complaint volumes and identifying appropriate resolution options
  • Handling sensitive complaints and supporting vulnerable service users
  • Early resolution strategies to address concerns quickly and effectively
  • Collaborating with advocacy groups and support organisations
  • Empowering staff to manage relationships and de-escalate challenging and distressing situations
  • Improving complaint recording, tracking, and management systems
  • Using AI and technology in complaint handling
  • Establishing an effective Stage 2 investigation process
  • Learning from complaints and building a positive complaints culture

Sponsorship

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