Mr Smith reads that “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 … 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.”
Mr Smith asks what exactly is the point of a complaints system that “fully” upholds just 2% of complaints? Doesn’t it demonstrate a need for an education campaign of the public to make them aware of their rights, but also their responsibilities?
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