Road to the Western Isles is lined with mountains of complaints
Residents of the Western Isles made more official complaints about public services per head of population than anywhere else in Scotland last year.
The Scottish Public Services Ombudsman revealed there were nearly twice the level of complaints per capita in the Outer Hebrides than the Scottish average. By contrast, people living in and around Aberdeen were least likely to complain.
In a measure of complaints using Scottish postcodes, the Western Isles produced six complaints per 10,000 people while Aberdeen produced 2.4 compared to a Scotland-wide total of 3.4. Edinburgh also weighed in above average, with 4.1 complaints per 10,000.
But despite a huge upsurge in the level of inquiries and complaints received by the ombudsman, most were found to be spurious, with only 2% of complaints fully upheld last year.
A further 6% were partly upheld, but the vast majority failed - in many cases, because complainants had not first exhausted the complaints procedure with the public body they were complaining about.
Out of those cases which went on to be fully investigated and reported to parliament, the proportion fully upheld was 13% and a further 33% were upheld in part.
The figures were disclosed in the annual report of Professor Alice Brown, the Scottish Public Services Ombudsman, who investigates complaints about local government, health, housing the Scottish Government, quangos, and higher and further education.
Her staff handled more than 4200 inquiries and complaints last year, a 21% rise in inquiries but only a 7% rise in complaints.
Of the 1826 complaints which were closed during the year - some of which had been lodged the previous year - 41% were classed as "premature", 20% were deemed out of jurisdiction, 12% were discontinued before they could be investigated, 9% were either withdrawn or failed to provide enough information, 9% were not upheld, 6% were partially upheld, 2% were fully upheld and 1% were discontinued while they were being investigated.
Out of that total, some 315 complaints, or 17%, resulted in investigation reports being sent to parliament.
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Posted by: a, west of scotland on 12:54pm Wed 3 Oct 07
Where is the ombudsman's commentary on complaints about her own service? Any organisation that compiles data like this about others should be open and honest about the very many complaints about its own service. That would be much more enlightening and allow MSP's and others to see what a poor job the ombudsman makes of investigating complaints.
Where is the ombudsman's commentary on complaints about her own service? Any organisation that compiles data like this about others should be open and honest about the very many complaints about its own service. That would be much more enlightening and allow MSP's and others to see what a poor job the ombudsman makes of investigating complaints.
Posted by: Scottish Ombudsman Watch on 12:54pm Wed 3 Oct 07
The Scottish Public Services Ombudsman is one quango which is a complete waste of time and money.
My experience has been that they are there to protect the authorities from complaints of maladministration.
They refuse to accept irrefutable evidence of maladministration.
They pretend to investigate your complaint, then after three years of “investigations”, they reject your complaint as they never “formally” accepted the complaint in the first place. This might be why there are so many outstanding complaints.
If they don’t “formally investigate” your complaint, then they can reject it without scrutiny from the MSPs as they do not have to lay a report before Parliament.
They also claim they cannot question anything the authorities do or say even it is completely contradicts the laws and guidelines of this land.
The SPSO are the Guardians of the complaints system in Scotland. They tell everyone how to run a model complaints system.
One interesting fact about the Scottish Public Services Ombudsman is they do not accept any complaints about their own performance do not formally investigate these complaints and do not report these complaints publicly or to the Scottish Parliament.
How can an organisation tell someone how to run a model complaints system when they do not accept any complaints or opportunities to improve themselves?
Why does the Scottish Parliament allow this situation to exist?
If you want to improve your chances of submitting a successful complaint to the SPSO and to get an insight into how the SPSO operates and what to expect, then go to the following web site www.scottishombudsma
nwatch.org
The Scottish Public Services Ombudsman is one quango which is a complete waste of time and money.
My experience has been that they are there to protect the authorities from complaints of maladministration.
They refuse to accept irrefutable evidence of maladministration.
They pretend to investigate your complaint, then after three years of “investigations”, they reject your complaint as they never “formally” accepted the complaint in the first place. This might be why there are so many outstanding complaints.
If they don’t “formally investigate” your complaint, then they can reject it without scrutiny from the MSPs as they do not have to lay a report before Parliament.
They also claim they cannot question anything the authorities do or say even it is completely contradicts the laws and guidelines of this land.
The SPSO are the Guardians of the complaints system in Scotland. They tell everyone how to run a model complaints system.
One interesting fact about the Scottish Public Services Ombudsman is they do not accept any complaints about their own performance do not formally investigate these complaints and do not report these complaints publicly or to the Scottish Parliament.
How can an organisation tell someone how to run a model complaints system when they do not accept any complaints or opportunities to improve themselves?
Why does the Scottish Parliament allow this situation to exist?
If you want to improve your chances of submitting a successful complaint to the SPSO and to get an insight into how the SPSO operates and what to expect, then go to the following web site www.scottishombudsma
nwatch.org
Posted by: Scottish Ombudsman Watch, Scotland on 1:03pm Wed 3 Oct 07
he Scottish Public Services Ombudsman is one quango which is a complete waste of time and money.
My experience has been that they are there to protect the authorities from complaints of maladministration.
They refuse to accept irrefutable evidence of maladministration.
They pretend to investigate your complaint, then after three years of “investigations”, they reject your complaint as they never “formally” accepted the complaint in the first place. This might be why there are so many outstanding complaints.
If they don’t “formally investigate” your complaint, then they can reject it without scrutiny from the MSPs as they do not have to lay a report before Parliament.
They also claim they cannot question anything the authorities do or say even it is completely contradicts the laws and guidelines of this land.
The SPSO are the Guardians of the complaints system in Scotland. They tell everyone how to run a model complaints system.
One interesting fact about the Scottish Public Services Ombudsman is they do not accept any complaints about their own performance do not formally investigate these complaints and do not report these complaints publicly or to the Scottish Parliament.
How can an organisation tell someone how to run a model complaints system when they do not accept any complaints or opportunities to improve themselves?
Why does the Scottish Parliament allow this situation to exist?
If you want to improve your chances of submitting a successful complaint to the SPSO and to get an insight into how the SPSO operates and what to expect, then go to the following web site www.scottishombudsma
nwatch.org
he Scottish Public Services Ombudsman is one quango which is a complete waste of time and money.
My experience has been that they are there to protect the authorities from complaints of maladministration.
They refuse to accept irrefutable evidence of maladministration.
They pretend to investigate your complaint, then after three years of “investigations”, they reject your complaint as they never “formally” accepted the complaint in the first place. This might be why there are so many outstanding complaints.
If they don’t “formally investigate” your complaint, then they can reject it without scrutiny from the MSPs as they do not have to lay a report before Parliament.
They also claim they cannot question anything the authorities do or say even it is completely contradicts the laws and guidelines of this land.
The SPSO are the Guardians of the complaints system in Scotland. They tell everyone how to run a model complaints system.
One interesting fact about the Scottish Public Services Ombudsman is they do not accept any complaints about their own performance do not formally investigate these complaints and do not report these complaints publicly or to the Scottish Parliament.
How can an organisation tell someone how to run a model complaints system when they do not accept any complaints or opportunities to improve themselves?
Why does the Scottish Parliament allow this situation to exist?
If you want to improve your chances of submitting a successful complaint to the SPSO and to get an insight into how the SPSO operates and what to expect, then go to the following web site www.scottishombudsma
nwatch.org
Posted by: aa, Glasgow on 1:09pm Wed 3 Oct 07
Only 2% fully upheld? It beggars belief that the 98% of the Scottish people could get it so wrong. Perhaps the ombudsman has her own agenda to keep maladministration under covers.
Only 2% fully upheld? It beggars belief that the 98% of the Scottish people could get it so wrong. Perhaps the ombudsman has her own agenda to keep maladministration under covers.
Posted by: Mrs C, Looking at 'not upheld' maladministration! on 3:32pm Wed 3 Oct 07
My complaint was lodged in May 2004 (yes that's right 3 years ago) and the final report bodged then rushed to parliamentary in March this year, curiously only a day or so before parliament was dissolved! But then again Prof Brown's reappointment which is effective this month was rushed through days before the last parliament was dissolved. So I guess I must be one of the 98% of the spurious - aye, right!
My complaint was lodged in May 2004 (yes that's right 3 years ago) and the final report bodged then rushed to parliamentary in March this year, curiously only a day or so before parliament was dissolved! But then again Prof Brown's reappointment which is effective this month was rushed through days before the last parliament was dissolved. So I guess I must be one of the 98% of the spurious - aye, right!
Posted by: heavy, Glasgow on 5:06pm Wed 3 Oct 07
The MYTH that Scotland has efficient and impartial ombudsmen is a joke.Alice Brown has been one of the main instigators in trying to block a human rights commissioner .
There are probably MORE complaints about Alice Brown than any of the public bodies she is supposed to investigate but instead covers up for them .We get inundated with people reporting that their own complaints go NOWHERE when reported to Alice Brown.
Her namesake in Westminister is also expert at ignoring the massive problems within the bully boy councils that have a record of bullying and abusing the less fortunate ,disabled and mentally ill.
It is NO WONDER they continue to get away with this as Alice Brown openly condones their conduct and it is an utter disgrace that she was reappointed due her deplorable record of failing the public.
LJPR LEGAL JUDICIAL POLITICAL REFORMERS
NO ONE SHOULD HAVE THEIR CHILD,HOME,LAND OR BUSINESS STOLEN WITHOUT A JURY DECISION.END SCOTLAND'S SECRET STAR CHAMBER CIVIL COURTS.
The MYTH that Scotland has efficient and impartial ombudsmen is a joke.Alice Brown has been one of the main instigators in trying to block a human rights commissioner .
There are probably MORE complaints about Alice Brown than any of the public bodies she is supposed to investigate but instead covers up for them .We get inundated with people reporting that their own complaints go NOWHERE when reported to Alice Brown.
Her namesake in Westminister is also expert at ignoring the massive problems within the bully boy councils that have a record of bullying and abusing the less fortunate ,disabled and mentally ill.
It is NO WONDER they continue to get away with this as Alice Brown openly condones their conduct and it is an utter disgrace that she was reappointed due her deplorable record of failing the public.
LJPR LEGAL JUDICIAL POLITICAL REFORMERS
NO ONE SHOULD HAVE THEIR CHILD,HOME,LAND OR BUSINESS STOLEN WITHOUT A JURY DECISION.END SCOTLAND'S SECRET STAR CHAMBER CIVIL COURTS.
Posted by: DHH, southern scotland on 5:08pm Wed 3 Oct 07
I have had dealings with the Scottish Public Services Ombudsman, regarding an original complaint against my local Health provider, and then against their decision not to investigate it , and how they reached this decision. To which all I can say, is that in my own personal opinion they are not fit for purpose, and there should be a Public Inquiry, into the running of this body.
I have had dealings with the Scottish Public Services Ombudsman, regarding an original complaint against my local Health provider, and then against their decision not to investigate it , and how they reached this decision. To which all I can say, is that in my own personal opinion they are not fit for purpose, and there should be a Public Inquiry, into the running of this body.
Posted by: Peter Cherbi, Edinburgh on 6:14pm Wed 3 Oct 07
The SPSO certainly is one of those quangos styled in the mould of the previous Labour/Fibdem Executive, and either needs reformed or replaced.
I suppose issues such as these are a good barometer of what the intentions are of the Scottish Government ... to let bodies like the SPSO go on, furthering the culture of injustice now endemic in Scotland, or turn over a new leaf and put a stop to it.
Turning over a new leaf seems to be taking a bit longer than some folks promised though ...
The SPSO certainly is one of those quangos styled in the mould of the previous Labour/Fibdem Executive, and either needs reformed or replaced.
I suppose issues such as these are a good barometer of what the intentions are of the Scottish Government ... to let bodies like the SPSO go on, furthering the culture of injustice now endemic in Scotland, or turn over a new leaf and put a stop to it.
Turning over a new leaf seems to be taking a bit longer than some folks promised though ...
Posted by: Jeannie Erskine, Perthshire on 7:59pm Wed 3 Oct 07
I have advanced breast cancer, which was misdiagnosed by four years. No amount of effort is going to get the SPSO to uphold my case. Believe me, I’ve tried. The complaints system has failed me and by the sounds of it, many others. My report was not worth the paper it was written on. How this situation has been allowed to go on for so long is beyond belief. Action is needed urgently. Please Scottish Parliament can you help the Scottish people to get an independent, competent and fair complaints system? We deserve it!
I have advanced breast cancer, which was misdiagnosed by four years. No amount of effort is going to get the SPSO to uphold my case. Believe me, I’ve tried. The complaints system has failed me and by the sounds of it, many others. My report was not worth the paper it was written on. How this situation has been allowed to go on for so long is beyond belief. Action is needed urgently. Please Scottish Parliament can you help the Scottish people to get an independent, competent and fair complaints system? We deserve it!
Posted by: Hilary Lacaille, Perthshire on 9:46am Thu 4 Oct 07
The SPSO writes to me: "At this point it may be helpful to explain that the subjects to be investigated are decided by this office rather than by complainants. This applies also to the evidence that is considered necessary for the investigation and to the details that are included in the report." The implications of this are obvious. Lives will continue to be at risk until MSPs find the courage to tackle this dreadful outfit.
The SPSO writes to me: "At this point it may be helpful to explain that the subjects to be investigated are decided by this office rather than by complainants. This applies also to the evidence that is considered necessary for the investigation and to the details that are included in the report." The implications of this are obvious. Lives will continue to be at risk until MSPs find the courage to tackle this dreadful outfit.
Posted by: Charles, central Scotland on 11:18am Thu 4 Oct 07
Re. courage of MSPs, what about the courage of the Press? Where are the investigative journalists who could have a field day with the overwhelming evidence of collusion by bodies purporting to help the complainant and expose terrible abuses in the NHS? Those complainants, often old, ill, with tiny financial resources, are taken for a ride by the SPSO.
Re. courage of MSPs, what about the courage of the Press? Where are the investigative journalists who could have a field day with the overwhelming evidence of collusion by bodies purporting to help the complainant and expose terrible abuses in the NHS? Those complainants, often old, ill, with tiny financial resources, are taken for a ride by the SPSO.
Posted by: A Robertson, SW Scotland on 8:16pm Thu 4 Oct 07
I agree with the previous writer this could be given more media attention - most people are unaware unless they have been victims. the SPSO quango is a scandalous waste of public money and serves no worthwhile purpose. Professor Brown is only a cog in this wheel which is designed to go nowhere and she probably suits her post perfectly. The government are the real perpetrators as they are entrusted to manage OUR money and this is another example of how it is squandered. While each council area is being subjected to service cuts, how can the government justify increasing the budget of this department when it is blatantly obvious that it is nothing more than 'jobs for the boys' under the disguise of the SPSO? its an insult to the intelligence of the public who know when there has been injustice or irregularaties. Prof Brown's statistics speak for themselves, why then the haste to reappoint her and by whom?
I agree with the previous writer this could be given more media attention - most people are unaware unless they have been victims. the SPSO quango is a scandalous waste of public money and serves no worthwhile purpose. Professor Brown is only a cog in this wheel which is designed to go nowhere and she probably suits her post perfectly. The government are the real perpetrators as they are entrusted to manage OUR money and this is another example of how it is squandered. While each council area is being subjected to service cuts, how can the government justify increasing the budget of this department when it is blatantly obvious that it is nothing more than 'jobs for the boys' under the disguise of the SPSO? its an insult to the intelligence of the public who know when there has been injustice or irregularaties. Prof Brown's statistics speak for themselves, why then the haste to reappoint her and by whom?
Posted by: DHH, Southern Scotland on 1:49pm Fri 5 Oct 07
In regard to evidence that the SPSO consider neccesary( ref: Hilary Perthshire)
I have evidence that the SPSO,quoted from my medical records, something that did not happen.(I have my own copy) and when pressed to send their copy, lo and behold it was not on their copy either! To which they have steadfastly refused to give any account for. However, this misquoting from my medical records (I would call it Fabrication) did enable them to find a way to cover over an extremely serious issue concerning the lack of aftercare received after nearly dieing, from what I allege was the result of the incompetence of certain Gps at my local health centre.in the first place. By the way, for my troubles I was immeadiatly de-registered from my Health Centre, after the SPSO's scandalous letter saying they would not investigate.
In regard to evidence that the SPSO consider neccesary( ref: Hilary Perthshire)
I have evidence that the SPSO,quoted from my medical records, something that did not happen.(I have my own copy) and when pressed to send their copy, lo and behold it was not on their copy either! To which they have steadfastly refused to give any account for. However, this misquoting from my medical records (I would call it Fabrication) did enable them to find a way to cover over an extremely serious issue concerning the lack of aftercare received after nearly dieing, from what I allege was the result of the incompetence of certain Gps at my local health centre.in the first place. By the way, for my troubles I was immeadiatly de-registered from my Health Centre, after the SPSO's scandalous letter saying they would not investigate.
Posted by: P Kelly on 4:26pm Sat 20 Oct 07
Like many others I to have fallen victim of the Scottish Ombudsman. My own solicitor told me that I had a very good case for maladministration against a local council. I submitted the evidence and you know the rest - they failed to investigate. I felt on trial - that's how bad it got!
The only course of action I now have is to write to MSP John Swinney and other MSPs. I know nothing will be done but at least I will have the satisfaction of letting them know how a local authority treats a disabled man in the 21st century in Scotland - and gets away with it! I'm not looking for sympathy, just fair play, which I simply did not get from the Scottish Ombudsman. The sooner they close this down the better for Scotland.
Like many others I to have fallen victim of the Scottish Ombudsman. My own solicitor told me that I had a very good case for maladministration against a local council. I submitted the evidence and you know the rest - they failed to investigate. I felt on trial - that's how bad it got!
The only course of action I now have is to write to MSP John Swinney and other MSPs. I know nothing will be done but at least I will have the satisfaction of letting them know how a local authority treats a disabled man in the 21st century in Scotland - and gets away with it! I'm not looking for sympathy, just fair play, which I simply did not get from the Scottish Ombudsman. The sooner they close this down the better for Scotland.
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