Back to Complaints reporting

Quarterly customer service complaint outcomes - Quarter 1 April to June 2023

Introduction

SEPA’s Complaints Handling Procedure (CHP) 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 a report on complaints outcomes and actions taken to improve services. This report covers the period April 2023 to June 2023 inclusive.

Stage 1 complaints

In the reporting period, a total of three Stage 1 complaints were handled, two of which were upheld and one not upheld.

The complaints which were upheld concerned, respectively, a failure by SEPA to respond within a reasonable time to a request for information, and a failure by SEPA to maintain the PPC Public Register.

In the case of the failure to respond to the request for information, the Unit Manager handling the case offered an apology, explained the reasons for the delay and provided the information as requested. Actions were taken to ensure that the relevant team was aware of the need to respond timeously to information requests.

In response to the complaint about the PPC Public register, SEPA acknowledged its failure to maintain the register in the aftermath of the 2020 cyberattack. It confirmed that it is committed to rebuilding and improving on the previous Public Register, and that it will keep members of the public updated on its progress. Work to improve the previous Public Register is ongoing at the time of reporting.

Stage 2 complaints

Three Stage 2 complaints were handled in the reporting period, and all were found to be not upheld, with no requirement for subsequent action.