Quarterly customer service complaint outcomes - April to June 2025

Introduction

SEPA’s Complaints Handling Procedure is in accordance with the requirements of the Model Complaints Handling Procedure published by the Scottish Public Services Ombudsman (SPSO) and requires us to publish quarterly a report on complaints outcomes and actions taken to improve services.

This report covers Quarter 1 (the period April 2025 to June 2025 inclusive).

Stage 1 complaints

A total of ten Stage 1 complaints were handled in the reporting period – seven were found not upheld, two were upheld, and one was resolved by agreement with the customer.

One of the complaints concerned a delay in responding to a customer’s request for clarification of guidance relating to provision of wastewater drainage in settlements. An apology was issued and the complaint upheld.

Another complaint involved a customer who believed he had been wrongly identified as being responsible for leaving waste on land. This complaint was upheld as SEPA had made an incorrect assumption that the customer was the occupier of the premises where waste was deposited. SEPA issued an apology to the customer, and colleagues were reminded to take care when researching documentation relating to land registration, land ownership, and occupation.

A third complaint related to a customer who missed the deadline for renewing their Waste Carrier Registration. Due to exceptional circumstances, SEPA reached out to the customer to organise the renewal outside of the normal process. This led to the complaint being resolved.

Stage 2 complaints

Two Stage 2 complaints were handled within the reporting period – one was found not upheld, and one was upheld in part.

The complaint which was upheld in part concerned SEPA’s response to pollution events on a watercourse reported by the complainant. One point of complaint was upheld in part regarding sampling guidance not being fully followed.