Report Summary
This report provides members of the Complaints & Conduct Committee with an overview of the Revised SPA Complaint Handling Procedures.
To access the full document please open the PDF document above.
To view as accessible content please use the sections below. (Note that tables and some appendixes are not available as accessible content).
Meeting
The publication discussed was referenced in the meeting below
Complaints & Conduct Committee - 1 March 2023
Date : 01 March 2023
Location : online
Background
The SPA Complaints Handling Procedures underpin the overarching SPA Complaints Policy, both of which serve to ensure that, on receipt of complaints within its remit, the Authority will address concerns at an appropriate level, take proportionate action, and identify opportunities for individual and organisational learning. The procedures also highlight what actions will be taken by the SPA on receipt of complaints outwith its remit, or where complainers demonstrate actions considered by the Authority to be unacceptable, persistent or unreasonable.
The current procedures were approved by the Committee at its meeting of 19 August 2021 and Members were advised that they would be subject to regular review by the SPA Complaints Team in respect of any changes in best practice, working with partner organisations and being alert to any key learning that arose from the SPA handling of complaints.
