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To monitor and assess each council's performance when handling complaints, the Scottish Public Services Ombudsman (SPSO) has developed a suite of performance indicators.
These are designed to:
- Assess how councils are performing against the local authority complaints handling procedure and corresponding timescales.
- Enable councils to capture performance information and use this to manage performance in handling complaints.
- Identify how effective a council is in using learning and outcomes from complaints to improve the delivery of services.
- Enable benchmarking between councils, to learn from one another and improve services for the benefit of the service user and local residents.
Results available from the links below show our performance for the latest year. Information for previous years is also included to show year-on-year comparisons.
