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  • Quarterly customer service complaint outcomes - Quarter 4

Quarterly customer service complaint outcomes - Quarter 4 January to March 2024

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 January 2024 to March 2024 inclusive.

Stage 1 complaints

A total of seven Stage 1 complaints handled in the reporting period - one was upheld, four were found not upheld and two were resolved by agreement with the complainants, with no requirement for further action. The complaint which was upheld concerned a late payment of gratuity to a volunteer rainfall observer.

Stage 2 complaints

Two Stage 2 complaints were handled within the reporting period - both were found not upheld.