Online Leaflets

How to Make a formal Complaint

A leaflet explaining how to write a formal letter of complaint to a public service provider and some tips on making a complaint.

Complaint Form (Print version)

The SPSO’s complaint booklet includes a consent form for people making a complaint on behalf of others. It can be printed, completed and sent to us.

Bringing a complaint to the SPSO

This information leaflet explains what to do if you are unhappy with a public service and you want to bring us your complaint. 

Investigating your complaint

This advice leaflet outlines how we investigate complaints: impartially, through collecting, examining and weighing up evidence, producing a report and following up any recommendations.

How SPSO can support your organisation

This leaflet explains how we can help bodies under jurisdiction including advice and guidance on producing complaints policies and procedures, staff training and sharing examples of best practice.

Apology Guidance

Why, when and how to make a meaningful apology.

Policy and Guidance on Redress

SPSO guidance on redress

Unacceptable Actions Policy

This document explains how we handle unacceptable behaviour by complainants. 

Planning Leaflet (For Applicants)

Leaflet about what the SPSO can and cannot look at in relation to planning complaints.

Planning Leaflet (Objectors)

Leaflet about what the SPSO can and cannot look at in relation to planning complaints.

Housing Options

A guide co-produced by Shelter (Scotland) to explain the housing options that are available to people living in Scotland.