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Chamber and committees

Official Report: search what was said in Parliament

The Official Report is a written record of public meetings of the Parliament and committees.  

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Dates of parliamentary sessions
  1. Session 1: 12 May 1999 to 31 March 2003
  2. Session 2: 7 May 2003 to 2 April 2007
  3. Session 3: 9 May 2007 to 22 March 2011
  4. Session 4: 11 May 2011 to 23 March 2016
  5. Session 5: 12 May 2016 to 4 May 2021
  6. Current session: 13 May 2021 to 13 December 2025
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Displaying 533 contributions

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Local Government, Housing and Planning Committee [Draft]

Scottish Public Services Ombudsman

Meeting date: 2 December 2025

Meghan Gallacher

Thank you.

Local Government, Housing and Planning Committee [Draft]

Scottish Public Services Ombudsman

Meeting date: 2 December 2025

Meghan Gallacher

That was a helpful answer. Perhaps customers or complainants are frustrated because they might have had to deal with a complaint that has lasted for one or two years with whatever body they have been dealing with and then, when they come to the ombudsman, they are hit with a further 16-week wait just for someone to pick up their case before beginning to investigate the complaint itself. You can understand the potential frustration and how desperate people are for the ombudsman to step in and help in those circumstances. I know that that is what you are hoping to do in your time at the SPSO.

The annual report shows that only 3.4 per cent of the total number of complaints considered went through to the full investigation stage. To go back to my original question about the 16-week wait, given that only 3.4 per cent of those complaints went through to the full investigation stage, how can the SPSO say that complainants are now receiving a better service? It does not add up.

Local Government, Housing and Planning Committee [Draft]

Scottish Public Services Ombudsman

Meeting date: 2 December 2025

Meghan Gallacher

In relation to lessons to be learned and how to improve the system, what follow-up support is given to people when the SPSO has not progressed their complaint to investigation stage? I am sure that you have a lot of feedback from people who have contacted the SPSO and who are struggling to work out what measures are in place to ensure that the organisation is not acting unreasonably in relation to complaint resolution. There is also a question about signposting such people to other areas where they might be able to seek help.

Local Government, Housing and Planning Committee [Draft]

Scottish Public Services Ombudsman

Meeting date: 2 December 2025

Meghan Gallacher

Good morning. Congratulations on your new role, Mr McFadden, although I think that you have your work cut out.

I have just been on the SPSO website, which says that the current complaint allocation time is 16 weeks. Do you think that that is an acceptable period to wait simply for the organisation to allocate someone to review a complaint that has been submitted to the SPSO?

Local Government, Housing and Planning Committee [Draft]

Scottish Public Services Ombudsman

Meeting date: 2 December 2025

Meghan Gallacher

That is helpful.

My final question is on the extra duties of the SPSO, which include the functionality surrounding national health service whistleblowing and the role of reviewer of the Scottish welfare fund. Is the SPSO at risk of being spread too thinly? Is it now perhaps shifting away from focusing on complaints to dealing with those other responsibilities? How do you intend to balance that?

Local Government, Housing and Planning Committee [Draft]

Annual Reports of the Ethical Standards Commissioner and the Standards Commission for Scotland 2024-25

Meeting date: 25 November 2025

Meghan Gallacher

That is really helpful. Thank you very much.

My final question is on the ESC’s expenditure, which has increased by roughly 60 per cent in real terms over the past 10 years. I would like to have a little more of an insight on the reasons for that. Does the current spend represent good value for public money?

Local Government, Housing and Planning Committee [Draft]

Annual Reports of the Ethical Standards Commissioner and the Standards Commission for Scotland 2024-25

Meeting date: 25 November 2025

Meghan Gallacher

Thank you very much for that. What is the reason for the number of complaints doubling? Does that go back to the public discourse that you have mentioned? I think that you might have had some councillor-on-councillor spats—we will go into more questions on that later—but could that be another factor?

Local Government, Housing and Planning Committee [Draft]

Annual Reports of the Ethical Standards Commissioner and the Standards Commission for Scotland 2024-25

Meeting date: 25 November 2025

Meghan Gallacher

That is great. Thank you very much for your time.

Local Government, Housing and Planning Committee [Draft]

Annual Reports of the Ethical Standards Commissioner and the Standards Commission for Scotland 2024-25

Meeting date: 25 November 2025

Meghan Gallacher

Good morning. I will start by talking about the commission’s decision to limit the number of online hearings. Will you explain your reasons for that decision and say whether there have been any positive or adverse consequences?

Local Government, Housing and Planning Committee [Draft]

Annual Reports of the Ethical Standards Commissioner and the Standards Commission for Scotland 2024-25

Meeting date: 25 November 2025

Meghan Gallacher

Good morning. First, I understand that 142 complaints have been fully investigated by the ESC in 2024-25. I can probably anticipate what you are going to say, but could you give us more information on the reason for that number of complaints, which has doubled? Could you also give us a bit more detail on the impact on your resource?