Complaints
Child Friendly Process
On 16 July 2024, the United Nation Convention on the Rights of Children (UNCRC) (Incorporation) (Scotland) Act 2024 made Scotland the first country in the UK, and the first devolved nation in the world, to directly incorporate the UNCRC into domestic law.
This Act ensures that children’s rights are central to policy and decision-making, and that their needs are met by public service complaints procedures in Scotland. Children will be given the chance to express their views, feelings and wishes in all matters that affect them in a way that empowers them to realise all their rights.
The Scottish Public Services Ombudsman (SPSO) have created a Child Friendly Complaints Handling Principles and Child Friendly Complaints Handling Process Guidance to help organisations implement the Model Complaints Handling Procedure in a way that upholds children’s rights under the UNCRC.
Please click on the links in orange to see the guidance from the SPSO.