SPSO publishes new child-friendly complaints handling guidance
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Rosemary Agnew
The Scottish Public Services Ombudsman (SPSO) has launched new guidance to support Scottish public services in taking a child-friendly approach to complaints, following the introduction of new law.
The United Nations Convention on the Rights of the Child (Incorporation) (Scotland) Act 2024, which came into force today, ensures that children’s rights and needs are central to policy and decision-making by Scottish public services.
Rosemary Agnew, the Scottish Public Services Ombudsman, said: “SPSO worked with many stakeholders over the last two years to jointly design and test a child friendly approach to complaints handling. This involved working with children and young people, adults who care for or support them, and public service providers.
“It was a really enjoyable experience and I know I speak for my colleagues in saying a huge thank you to everyone who contributed.”
SPSO’s guidance explains how to handle complaints, so they are in keeping with the Child Friendly Complaints Principles that were approved by Scottish Parliament on 5 June.
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