Message from Rosemary Agnew, Scottish Public Services Ombudsman
"I am very sorry, due to the impact COVID-19 has had on the work of my office over the last 2 years, there is currently a delay of up to 11 months in allocating complaints to an SPSO Complaints Reviewer for detailed consideration and investigation.
My staff are working hard to reduce a backlog of work created during 2020-21, due to the unforeseen change in our working environment, reduced resourcing and technological challenges.
We are currently investing in the recruitment and training of new staff to decrease the waiting time to allocate complaints. I assure you that we read every complaint when it arrives and we respond within 1 week with an estimated time scale of when we will be able to allocate individual complaints to a Complaints Reviewer."