Scottish Parliamentary Corporate Body (SPCB) Complaints Handling 2025-26, Quarter 1 (1 April-30 June 2025) Complaints received Total number of complaints received: 28 Stage 1: 26 Stage 2: 2 (0 received direct and 2 escalated) Outcomes Resolved 18 (18 at stage 1; 0 at stage 2)* Fully upheld: 0 Partially upheld: 2 (1 at stage 1; 1 at stage 2) Not upheld: 2 (1 at stage 1; 1 at stage 2) Not pursued: 0 Pending: 1 (1 at stage 1; 0 at stage 2) Actions taken Resolved, 18 complaints at stage 1: • 16 complaints about the SPCB's interim decision on changes to toilet facilities: We provided information to clarify the changes made, the reasons for doing so and the consultation that would inform phase 2. • 1 complaint about the lack of signage for the gender-neutral toilets in the Parliament building and the need to update the exhibition content: We updated signage and English maps and will take the complainant’s feedback into consideration when revising our exhibition content. • 1 complaint about the handling of correspondence addressed to Alison Johnstone MSP: The Office of the Presiding Officer will work with the MSP office to improve communications with people who contact the MSP office on matters concerning the SPCB or Chamber duties, including considering improvements to information on the website and in email acknowledgements. * We also attempted (unsuccessfully) to resolve 5 stage 1 complaints: • 4 about the SPCB's interim decision on changes to toilet facilities • 1 about perceived political bias in parliamentary communications Fully upheld, 1 stage 2 complaint • A complaint from Quarter 4 of 2024-25 about the way a visitor was treated during a search when entering the Parliament building: We undertook to ensure that staff training includes considering the impact of the search on the person being searched.