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Quarterly customer service complaint outcomes - January to March 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 the period January 2025 to March 2025 inclusive.

Stage 1 complaints

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

Stage 2 complaints

Four Stage 2 complaints were handled within the reporting period – three were found not upheld and one was partially upheld.

The complaint which was partially upheld concerned a complaint which had been raised about the SEPA Flood Maps. On investigation it was found that SEPA had failed to provide clear advice about the statutory timescale which SEPA works to for updating the Flood Maps. An apology was issued to and accepted by the customer and steps were taken to ensure that clear messaging is provided for any future similar requests.