UK | SPSO publishes new complaints handling guidance to empower children and young people in Scotland

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 a new legal Act in Scotland. 

From 16 July 2024, the United Nations Convention on the Rights of the Child (Incorporation) (Scotland) Act 2024, makes Scotland the first country in the UK to directly incorporate the UNCRC into domestic law. 

This Act ensures that children’s rights and needs are central to policy and decision-making, by Scottish public services. 

SPSO’s new guidance supports Scottish public services in handling complaints in a way that promotes and upholds children’s rights under the UNCRC. 

Rosemary Agnew, the 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 too 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 Parliament on 5 June 2024. The guidance builds on existing local good practice, by explaining how to apply the Principles to complaints in a Children’s rights based way.

The Principles and Process Guidance documents are available on the SPSO's webpage.

Source: Scottish Public Services Ombudsman, UK