. • Delayed release from the accessible exit corridor: We apologised to the visitor and are investigating installation of a buzzer in the accessible exit to alert staff. • The lack of response to emails sent to the Presiding Officer about an MSP complaint: We apologised, provided a copy of the response to the MSP complaint and, following investigation by our IT team, took steps to minimise the risk of the complainant’s email address being quarantined and advised what to do in future if the expected acknowledgement of an email to the Parliament is not received. * For 1 stage 1 complaint about staff, we attempted resolution by apologising and explaining what actions had been taken to improve staff knowledge and procedures.