SPSO has produced 'Why do complaints matter to board members?', a briefing note that will help board members fulfil their responsibility to ensure that complaints are considered as part of their organisation’s governance and assurance arrangements.

The briefing note highlights the need for board members to be aware of the issues and concerns people are raising and how well their organisation handles complaints. Effective scrutiny of these issues will help to ensure that service users receive a high-quality service and that taxpayers receive value for money. The briefing note includes a checklist of questions for board members to seek assurance on.

Download Why do Complaints Matter to Board Members? (PDF, 208KB)