Scottish Public Services Ombudsman Reviews 107

Very, VERY poor organisation. Not fit for purpose at all. There's increasing public complaints arising in regards to public service organisations and institutions seemingly and the SPSO's response is to automatically side with the complained about organisation after stretching the process out for months and months. Me and a family member have had a few dealings with them with legitimate well laid out complaints. The SPSO is a total failure of an organisation. Someone should see about getting a judicial review into them as they're not fit for purpose.

My complaint / question to the SPSO was simple. Do Aberdeenshire Council Care Services have a statutory Legal obligation to involve me in my father’s care and affairs? Yes or No?

I did not get an answer !

My complaint with Aberdeenshire Council was over my exclusion from discussions re possible interventions in my father’s care and affairs which is what I understand to be the case according to The Adults with Incapacity (Scotland) Act 2007

It requires anyone to consult with me / seek my views and include me in discussion as his closest relative and Next of Kin which further define me under the Law as a Relevant Other. The Law seems very clear on this, and there are no exceptions, nor is there any option to delegate. My father was confirmed to have no capacity to make any decisions a good few years ago in which case his care and safety depends upon informed interventions. I submitted about a years’ worth of correspondence with Aberdeenshire Care Services raising concerns about his care and safety, suggesting interventions, asking to be involve etc.

The correspondence evidenced ZERO inclusion. IE; at no time did Care Services consult me or seek my views. Nor did they allow me to witness father’s involvement or that his past and present wishes were being considered. Both being further legal obligations under the same Act.

SPSO claimed to have looked at all the evidence. However, even if this were true, they explained late in the day, and after being pressed, that their role is limited to looking at how Aberdeenshire Council handled my complaint. Did they follow correct complaint handing procedures. They do not consider the grounds of any complaint.

This so called Service must be investigated for their unforgivable failures .
What other service can still operate with a 98% failure rate . It does not matter how much supporting factual evidence you give them they always decide against you . My case had so much evidence a non English speaking toddler would have upheld my complaint yet they continue to fail the very people they should be supporting time and time again . PLEASE DONT BE PUT OFF , make a complaint against them , contact your MP , take legal advice . They have just spurned me on more . This Organisation should be closed as it is not fit for purpose . Don’t waste your time seek legal advice immediately as you can’t seek legal advice whilst these lot are doing their online shopping as they clearly not reading your complaint .

Not fit for purpose . Staff not trained . Management operating a tick box disposal system.
Has been going on for years . This scandal belongs on the front page of national newspapers . Certain employees ( snd politicians) belong in jail for what has gone on here. And continues to go on .
SPSO ? Just say NO !

Corrupted to the core. Filed a solid complaint with evidence of negligence by physio at kings cross hospital in Dundee not to mention inappropriate slandering by a lousy physiotherapist Lisa Scott, I had reports by private practitioners that proved my condition. SPSO colluded with NHS Tayside by coincidentally offering an appointment at the pain clinic after a year and half wait to find Dr Gillespie who disregarded and discredited the reports I had, confirmed physio useless practices, twisted my words in spite of walking in with notes of my own to ensure there would be no inaccuracies in her report. Gave me a third degree interrogation. Result: my complaint will now be dismissed by SPSO. Totally corrupted, deceitful. They are a disgrace. I had a gut feeling I shouldn't have gone. You can't trust any public services including crooked police officers. Scotland is a very corrupted country, inbred and interconnected between corporations, public services from NHS to the police and they will abuse the system to harm you without any hesitation.

This organisation is dangerously corrupt to the point of offering ‘dishonest assistance’ to the local authority, in this case Orkney Islands Council which has found itself in court for suspected cartel activity. We too have fallen victim to the same influences in Orkney Islands Council and lost hundreds of thousands of pounds and that of our IP which they tendered out later having purposely derailed our project to do so.

We expected the SPSO to take their duties seriously and initiate an investigation as they must legally. Instead they lied, obfuscated and ignored our report. This organisation is not fit for purpose and is actively facilitating the cover up of criminal activity. An utter disgrace and a fraudulent organisation in itself taking tax payers money under false pretext of running a regulatory body, when it’s clear they are merely covering wrong doing up.

In my earlier review of the SPSO dated 31/10/24, I said I would not suggest for anyone to go to the SPSO. On reflection and on my experiences since then, I would actively encourage everyone to go to the SPSO. This way a catalogue of failings can be collated and evidenced to MSP's and Scottish Government to support a long overdue investigation into this organisation to close it down. One point of advice, just accept from the outset your complaint will not be dealt with fairly and brace yourself for the humiliating outcome to be copied to the organisation you are complaining about. Do not get emotionally invested, see it as a means to achieving a greater need. The wrong person has been named in my complaint as the person complained about and the actual complaint detail has hardly been addressed with other factors taking priority. The reviewer has actually investigated issues I said the organisation had wrongly investigated when I complained to them. The reviewer has actually repeated the same wrong actions as the organisation. The decision letter will tell you to get in touch if the reviewer has misunderstood the complaint or if you require further understanding of the complaint outcome. Another point of note, don't expect this to be followed through. I received acknowledgement that I do not understand how the decision outcome was reached but no explanations are forthcoming and I am referred back to the decision letter and to progress to the review stage. The review stage is not a complete review of the complaint but a very limited opportunity to present new information. A minus star rating.

The Scottish public service Ombudsman do not deserve even one star it’s a completely corrupt service that is not fit for purpose they have been sitting on the case I brought them for two years now far beyond the time limit they are supposed to take making decisions with the case regarding the dangerous illegal Gas Flu from the next door property on my roof the ombudsman even have proof Edinburgh council have been constantly lying meanwhile Edinburgh council complaints department who the case is against have informed me on a number of occasions that I’m waisting my time going to the ombudsman because they know them well and the ombudsman will do everything Edinburgh council tell them to do illegal or not. So today I received the ombudsman decision after two years and low and behold it’s a pathetic one page decision that makes no sense with no information fobbing me off the ombudsman is even lying for Edinburgh council in the reply knowing that my family are at risk of explosion and or carbon monoxide poisoning. the ombudsman service and Edinburgh council complaints services are completely negligent both not fit for purpose in each others pockets ignoring dangerous illegal practices if the house blows up and my family die because of their joint negligence the evidence is their in a number of places for those to be held to account.just to add to my review several hours after posting all the carbon monoxide alarms went of in the house tonight a number of times until all windows have been opened for decent ventilation I have emailed Edinburgh council and ombudsman to let them know.

Absolute waste of time nothing but stress and anxiety caused throughout the process and left feeling distraught.
The SPSO is not fit for purpose and colludes with the public bodies it is meant to be investigating, instead of helping the complainant. Public and regulatory bodies close ranks leaving the individual feeling worse than before perusing the complaint.
The SPSO frequently ignores or is selective about evidence, and it can make unsubstantiated statements as it sees fit.
The SPSO hides behind the process, it investigates whether an organisation has followed its own processes and does not make any judgement or takes it to the investigation stage.
The outcome of those processes with which the NHS and Social Work follow they go along with the decision already been made and it is found acceptable when you receive an apology. In my experience this did not in any way make what happened to my Mum and the treatment she received any better.
No wonder the NHS and Social Work get away with the service we receive.How can we make things any better if this is what we have in place for complaints.
This has left me feeling worse than I did when I started my complaints nothing but denial and apologies.
They are in collaboration with the NHS and Social Work.
This service should be shut down a waste of tax payers money.
Absolutely disgusted with this service.

The SPSO is the sole reason we have terrible public services, complete waste of time, and resources, and their failure to investigate legitimate complaints, only encourages disgraceful behaviour by the organisations under their watch. Not fit for purpose.

It's scandalous that this organisation exists at the expense of the public. They have denied me the opportunity of holding my local council to account for wilful negligence and for failing to act in dealing with acts of criminality. They refused to investigate my complaint due to a time condition. Despite me appealing their decision on the grounds of a family bereavement (one of their 'special circumstance' appeal conditions) and despite me having the support of my local MP they flatly refused to investigate. A further complaint raised a year later with clear evidence of wilful negligence at play by the council was again refused investigation and my subsequent appeal was rejected outright. Their vision statement has no merit whatsoever - 'The Scottish Public Services Ombudsman contributes actively and positively to high performing Scottish public services.
Recognised for our innovative world-leading approach, we put people and learning at the heart of all we do.'

The SPSO does not investigate complaints that have been denied, when the most scandalous of social service and police conduct is solidly evidenced. As such, they regulate neither. Disgust doesn't cover it given the Scottish Social Services Council uses the exact same loophole. Shame on both.

I agree with all the other comments.
It is a disgrace to have long drawn out decisions leaving it too late for court action. They accepted reports which some answers were untrue. I had made a complaint regarding a 4 day wait for a c.t scan at University Hospital Monklands. It was too late and my husband passed away on 5th day. I later found out he was given a blood thinner which could have caused a bad reaction. He had previously had reactions to certain medication. I feel they accepted covered and contradicting answers from the hospital. I received apologies but that does not help. The truth would have been a better outcome and the medicine should have had another warning for future.

I agree with most of the reviewers on this site. The SPSO is not fit for purpose and colludes with the public bodies it is meant to be investigating, instead of helping the complainant. Public and regulatory bodies close ranks leaving the individual powerless.
 
During a difficult and protracted complaints process I have discovered that:
The SPSO frequently ignores or is selective about evidence, and it can make unsubstantiated statements as it sees fit.
The SPSO hides behind process - it investigates whether an organisation has followed its own processes and does not make a  judgement on the outcome of those processes - in my case the death of a very close family member. 
If the SPSO cannot look at outcomes, even something as serious as a death, why does it exist at all?The SPSO will not consider negligence as it is 'a legal term' and states that the complainant needs to go to court for that. In which case why would a complainant bother to complain about poor care to either the Care Inspectorate or the SPSO?

Rosemary Agnew points out that the next stage after a failed complaint review request is for the complainant to go to a lawyer, knowing full well that most people do not qualify for legal aid and cannot afford legal action. I have found that a number of no win-no fee lawyers are not prepared to challenge the judgement of regulatory bodies, and I am wondering if going to those bodies makes things worse.

I've been waiting since last year for a reply from a member of their staff, she didn't answer emails and blatantly ignored me

independant organisation funded by the corrupt scottish government

Nothing but email replies saying we have your complaint followed by over 12 emails..Click continue complaint and complaint does not exist.Useless site with no human contact at all followed by minimum 4 month time too even get anything addressed email.Finally got a email stating nothing we can do and that's the end of the complaint.pretty useless organisation if you can call them a organisation.More a useless rabble with no interest in settling complaints.Joke outfit

they have been dealing with my complaint for over a year against bield housing regarding antsocial benaviour .housing manager lying and doing nothing about problems in complex .housing officer lying even though police involved i proved bield lyied and covered things up glasgow office lied telling tenents they have no tenents right ,billd housing failing in they duties to protect tenents housing omnbus sided with them supprise would not trust them at all bield housing are ripping tenent off no repairs getting done charging tenents service charges and doing nothing for them sorry both are cup fromthe same clothe both of them should be investagated disgracefull dont waste you time on ombudsman should be closed down they are for housing and dont give dam for tenents

Extremely corrupt and unprofessional. The reason why local government is in such a mess is because they are actively colluding with the local authorities to keep their fraud and corruption from being investigated.

A public enquiry should be conducted as the SPSO are dangerously incompetent to the point of corruption themselves. Watch out for Rosemary Agnew and Chris Nobel. Agnew does not mind libelling people if it will protect the corrupt local authorities and answer questions off the wall that have no baring or logical reasoning to the complaint made.

Orkney Islands Council should be investigated for fraud and corruption. Harassment and Breach of the GDPR, twice, no less. Acknowledged the first and failed to report it to the ICO and then again when Orkney Islands Staff disclosed information to the press regarding our case.

In addition, Orkney Islands Staff withdrew funding we were granted so that they could steal our IP and our project which they then tendered out themselves as a contract. No guesses that someone had a golden handshake for doing that. Lots for Agnew to brush under the carpet there.

TL;DR SPSO refuse to take up without letter can't get letter from council as they refuse to follow their own procedure so how can I give letter that they won't give. Pure laziness, lack of compassion and helpfulness from the ombudsman avoid at all costs!

This has been on-going since 19 August with the council and started communications with the SPSO as well on the 26th of September due to council refusing to contact back.

I have an on-going issue with the council now due to the fact that I am getting nowhere with the council at stage 1, They never respond or follow through with what they are meant too in regards to their own complaints procedure. I contacted the SPSO and asked if they can take up regardless after 8 weeks like EVERY other ombudsman do. This is due to normally people facing a lot of unhelpful no response etc complaints which becomes a very big issue and you end up going round in circles pulling your hair out.

Now they refused to do this and kept sending email after email back saying you need to wait rest assured we will take up after we get the letter and I am like this has been going on since 19th of August I doubt I am ever going to get the bloody letter, I more likely to win the lottery before getting the letter. Anyway this has resulted in me giving up with the SPSO and having to go to local councillors and keep on at council for however long whilst looking into legal action through court due to not getting anywhere with a so called independent body who are unbiased.

Well they don't seem to even be unbiased due to them contacting council on numerous dates asking them to follow through their complaints procedure which they never do. They have contacted me after the SPSO have asked a few times but they promise one thing on the call but then do another after. The last time the Ombudsman ever done anything they got a response back from the council saying it wasn't being dealt with as a complaint and they referred me back to the SAME COMPLAINTS PROCEDURE i already followed!!!!!!!! and can prove I did. So how on earth do I get a complaint dealt with when the council don't believe there complaints procedure means a complaint?

The council also had someone come to my house supposedly a supervisor according to what they told SPSO and explain the reason for the issue which didn't add up nor made any sense and why didn't they tell me all this through email and the communication channels they are meant too go through with a complaint. Even the council where like why have they came out to your house and I am like I have no idea. The council are also confused as to why this person has wrote to the SPSO claiming its not a complaint when they can clearly see on the system that it is registered as a complaint. So the council themselves are admitting it is but then lying blatantly to the SPSO that it isn't. Bare in mind I can provide the evidence too all of this through doing a freedom of request to get the telephone call logs and the emails will also prove it regardless. But again the SPSO not wanting to take up just believe whatever lie the council spin them and refuse too listen too proof and reason.

I can provide evidence of actively dealing with this for 8 weeks and getting no where. This can be proved through records held at the council. The fact that every other ombudsman I have ever dealt with so 2 and other ones also have this that they have an 8 week deadline so deadlock letter or not they still take it up due to you attempting to fight it. Not SPSO as they are all for an easy life for them not the people who are trying to get issues resolved which are made worse by the failings of the ombudsman. Avoid at all costs as you will pull your hair out I could put a lot more in regards to this on here but quite frankly I am sick of going over this with numerous different people from different companies etc. It would be a different story entirely if you were in England as one their is more ombudsman services that deal with England and Wales and all of them have 8 week deadline so as long as you have evidence of actively chasing a complaint etc if they refuse to give deadlock letter or follow complaints procedure the ombudsman will take on the case.