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Quarterly customer service complaint outcomes - Quarter 2 July to September 2023

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 July 2023 to September 2023 inclusive.

Stage 1 complaints

A total of four Stage 1 complaints handled in the reporting period – two were found not upheld and two were resolved by agreement with the complainants, with no requirement for further action.

Stage 2 complaints

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

The complaint which was upheld in part concerned flood maps and an alleged contradiction between the National Flood Risk Assessment (NFRA) guidance and the Open Government Licence (OGL) information on SEPA’s website, relating to the use of flood maps for commercial purposes. The investigation found that the NFRA guidance predates and contradicts the OGL information. This was referred to the relevant team and at the time of reporting is under review with the aim of resolving the contradiction and clarifying the guidance for members of the public.