Back to Complaints reporting

Quarterly customer service complaint outcomes - April 2024 to June 2024

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 the period April 2024 to June 2024 inclusive.

Stage 1 complaints

A total of 10 Stage 1 complaints were handled in the reporting period – four were found not upheld and two were resolved by agreement with the complainants, with no requirement for further action. Three were found partially upheld and one was upheld in full, with apologies issued and appropriate actions taken to address the matters upheld.

Stage 2 complaints

Four Stage 2 complaints were handled within the reporting period – three were found not upheld and one was partially upheld, with appropriate action taken to address the matters upheld.

The complaint which was partially upheld concerned a transfrontier shipment of waste and a failure by SEPA to provide the customer with a clear explanation of the regulatory processes involved when handling such cases.