Scottish Parliamentary Corporate Body Complaints Handling 2024-25, Quarter 1 (1 April-30 June 2024) Complaints received Total number of complaints received: 9 Stage 1: 9 Stage 2: 0 Outcomes Resolved 7 (7 at stage 1; 0 at stage 2) Fully upheld: 0 Partially upheld: 0 Not upheld: 2 (2 at stage 1; 0 at stage 2) Not pursued: 0 Pending: 0 Actions taken Resolved, 7 complaints at stage 1 about: • an educational resource being misleading: We agreed to source and integrate additional information. • the treatment of a member of the public who wished to retrieve a bag from the Chamber: We apologised and explained why this might have been seen as a security risk. • the lack of British Sign Language and easy read versions of the call for views on the Disability Commissioner (Scotland) Bill: We clarified where these could be found on our website. • the lack of response to an email: We apologised and explained how to find the relevant information. • the attitude of staff towards a member of the public: We apologised and provided assurance about our ongoing work with staff on our expectations of them. • the People’s Panel not being on display: We explained about the rotation of works in our permanent art collection and when the panel is next scheduled for public display in the building. • a visitor being refused entry to the building unless a rainbow-coloured hat was removed: We explained that the hat could be worn and apologised for the miscommunication, which would be addressed with staff.