Ombudsman Association Seminar Vulnerability Phrase cards Carol Neill, Advice Team Manager Scottish Public Services Ombudsman 18 October 2016 Financial Ombudsman Service, London

Responding to suicide threats Let me just check what I’ve heard: did you say that you are thinking about taking your own life? I can’t imagine how you are feeling just now and I can hear that you are very distressed. We have a good partnership with the Samaritans, they are an organisation who are particularly skilled in offering support for people who are experiencing difficult / stressful times. I’d like to offer you their telephone number. TELEPHONE: 116 123 NOTE: we can also call the Samaritans, with the caller’s consent and give them a name and telephone number to call back.

Proactively questioning whether a reasonable adjustment is required You mentioned that you [have a health condition, disability, are autistic etc]. Can I please check with you if there are adjustments that we should consider in communicating with you? We are committed to delivering a service which is accessible to all

Requests to take complaints orally Where requests are made for SPSO to make an adjustment to our service by writing a complaint on behalf of a complainant, the following initial response is suggested: ‘Can I ask if you would mind disclosing the nature of your disability to allow me to make an adjustment suggestion for you, to allow you to submit your complaint to our office’ ‘We would recommend that you contact your local CAB who can assist you in making a complaint to our office, they can help you by writing on your behalf and can act as a contact with our office if that would be helpful to you? We have a good working relationship with CABs and I can find your nearest Bureau for you’. Most people find their assistance helpful in supporting them to make a complaint. ‘If you are not keen to use the services of the CAB, would you consider using an Advocacy service? The Scottish Independent Advocacy Alliance will be able to let you know about what advocacy services are available to you, they will not be able to provide advocacy themselves directly but you can chat to them about what is available in your area and how advocacy works’. If after discussing the option of enlisting the assistance of the CAB or an advocate the complainant does not want to pursue, the SPSO can offer assistance. Section 10 of the SPSO Act 2002 states: 10 (3) A complaint must be made in writing or electronically unless the Ombudsman is satisfied that there are special circumstances which make it appropriate to consider a complaint made orally. Carol Neill and Laura Carswell are appointed staff within the Advice Team who will take a complaint orally from a complainant and act as a scribe. Complainants should be transferred to discuss this with Carol or Laura or a call back will be made.  

When making arrangements with complainant to scribe complaint When taking a complaint orally, the following practice is recommended: A copy of SPSO complaint form should be sent to the complainant in advance to allow them to think about the questions that require to answered. It would be helpful if supporting papers (particularly the final response from the organisation being complained about) was also shared with SPSO in advance of the complaint being scribed. An appointment to telephone the complainant is scheduled and half an hour is assigned and advised in advance of how long the call will take (maximum). The advice team member should clearly advise that their role is to scribe and summarise the answers to the questions on the complaint form, they will avoid offering advice. Specific points of complaint should be noted and if more information is required, it should be made clear that a Complaints Reviewer can discuss further. When a complaint is taken orally, the complainant must be issued with a copy of the statement of complaint to allow them the opportunity to advise of any changes that they would like made and they must sign the statement of complaint and return before the complaint will be considered further.  

carol.neill@spso.gsi.gov.uk 4 Melville Street EDINBURGH EH3 7NS Phone 0800 377 7330 Website: www.spso.org.uk