Scottish Public Services Ombudsman

Call us on 0800 377 7330

Introduction

In 2014-15, the SPSO

  • received 772 enquiries and 4,895 complaints (10% more complaints than last year)
  • dealt with a total of 4,802 complaints (9% more than last year), including some carried forward from 2013-14

We continue to see rising levels of complaints, with 10% more complaints reaching us during 2014-15 than in the previous year.

Although the numbers are rising, the proportion of cases that reached us without having first gone through the public organisation's complaints process remained at the same level as 2013-14, at 34%.

Upheld complaints are those that were valid for us to investigate, and that we fully or partly upheld. The overall level of these also remained stable at 50% in 2014-15, the same proportion as we upheld in 2013-14.

2014-15 statistics by authority

The Ombudsman sends some authorities an annual letter about their complaint numbers.
This year the Ombudsman is asking organisations to confirm to him that the learning from SPSO complaints has been discussed at a senior level by signing and returning a learning and improvement statement. The aim is to ensure that lessons are being learned and mistakes are not repeated.

Ombudsman's letter and learning and improvement statement (PDF, 182KB).

Health boards

Ayrshire & Arran NHS Board (PDF, 107KB)
Borders NHS Board (PDF, 74KB)
Dumfries & Galloway NHS Board (PDF, 92KB)
Fife NHS Board (PDF, 100KB)
Forth Valley NHS Board (PDF, 101KB)
Golden Jubilee Hospital (PDF, 53KB)
Grampian NHS Board (PDF, 100KB)
Greater Glasgow & Clyde NHS Board (PDF, 119KB)
Highland NHS Board (PDF, 107KB)
Lanarkshire NHS Board (PDF, 108KB)
Lothian NHS Board (PDF, 108KB)
National Services (PDF, 53KB)
NHS24 (PDF, 54KB)
Orkney NHS Board (PDF, 71KB)
Scottish Ambulance Service (PDF, 54KB)
Shetland NHS Board (PDF, 63KB)
Tayside NHS Board (PDF, 101KB)
The State Hospital (PDF, 54KB)
Western Isles NHS Board (PDF, 69KB)

Local authorities

Aberdeen City Council (PDF, 55KB)
Aberdeenshire Council (PDF, 54KB)
Angus Council (PDF, 54KB)
Argyll & Bute Council (PDF, 54KB)
The City of Edinburgh Council (PDF, 54KB)
Clackmannanshire Council (PDF, 54KB)
Comhairle nan Eilean Siar (Western Isles) (PDF, 55KB)
Dumfries & Galloway Council (PDF, 54KB)
Dundee City Council (PDF, 54KB)
East Ayrshire Council (PDF, 54KB)
East Dunbartonshire Council (PDF, 54KB)
East Lothian Council (PDF, 55KB)
East Renfrewshire Council (PDF, 54KB)
Falkirk Council (PDF, 55KB)
Fife Council (PDF, 54KB)
Glasgow City Council (PDF, 55KB)
The Highland Council (PDF, 55KB)
Inverclyde Council (PDF, 55KB)
Midlothian Council (PDF, 55KB)
The Moray Council (PDF, 55KB)
North Ayrshire Council (PDF, 55KB)
North Lanarkshire Council (PDF, 54KB)
Orkney Council (PDF, 55KB)
Perth & Kinross Council (PDF, 54KB)
Renfrewshire Council (PDF, 55KB)
Scottish Borders Council (PDF, 55KB)
Shetland Council (PDF, 55KB)
South Ayrshire Council (PDF, 55KB)
South Lanarkshire Council (PDF, 55KB)
Stirling Council (PDF, 55KB)
West Dunbartonshire Council (PDF, 43KB)
West Lothian Council (PDF, 55KB)

Other organisations

Business Stream (PDF, 41KB)
Scottish Prison Service (PDF, 28KB)
Scottish Water (PDF, 40KB)

Updated: November 16, 2015