SPSO publishes final KPIs

The SPSO has published the final set of Key Performance Indicators to accompany its Model Complaints Handling Procedure. Following feedback from SFHA and others, the KPIs have been reduced to four and no longer include the qualitative indicators that had been suggested in the original draft.

The four KPIs are applicable to data collected from 1 April 2022.

The four indicators are outlined below:

1. the total number of complaints received
2. the number and percentage of complaints at each stage that were closed in full5 within the set timescales of five and 20 working days
3. the average time in working days for a full response to complaints at each stage
4. the outcome of complaints at each stage

These indicators should be used as part of the reporting requirements outlined in the Model Complaints Handling Procedure part 4, which require organisations to:

• report at least quarterly to senior management on the KPIs and analysis of the trends and outcomes of complaints
• publish on a quarterly basis information on complaints outcomes and actions taken to improve services, i.e. good practice and lessons learned (there is no requirement to also publish quarterly data on KPIs but some organisations may choose to do so)
• publish an annual complaints performance report on their website that includes performance statistics in line with the KPIs, complaint trends and actions that have been taken or will be taken to improve services as a result (this is required by October each year – with the first required by October 2023).

Please note that there is no requirement for organisations to report their data (including their annual complaints performance report) to SPSO, but the SPSO may request it.

A letter from the SPSO announcing the KPIs and the KPI document explaining more detail are available in the downloads section to the right of this artcile, or on the SPSO website here: The Model Complaints Handling Procedures | SPSO