EXCLUSIVE: The Scottish Public Services Ombudsman says a huge rise in complaints has resulted in delays.
A watchdog for investigating complaints about poor public services has warned of a seven month delay before cases are even allocated.
The Scottish Public Services Ombudsman has blamed a massive rise in workload for the slow down.
The SPSO, funded by the Parliament, is the final option for Scots who feel let down by councils, the NHS and housing associations.
An email seen by the Record reveals that the Ombudsman’s work load will mean increased waits for people who use lifeline services.
The SPSO wrote: “I am writing with an update that, due to a significant increase in complaints being received by SPSO over recent months, we estimate that our current timescale for allocating your complaint to a Complaints Reviewer may now be around 7 months from receipt of your complaint.
“Our consideration of your complaint will begin at the point it is allocated to a Complaints Reviewer.
“I am very sorry for this delay and would like to thank you for your patience.”
According to the SPSO website, complaint numbers have more than doubled since 2019–20.
In their latest investigation report, the SPSO handled a complaint about the nursing care provided by NHS Borders.
Another probe centred around the care provided at home and in hospital to a patient with multiple sclerosis by NHS Lothian.
Scottish Labour Deputy Leader Jackie Baillie said: “People turn to the SPSO as a last resort after being failed by our public services, and it is not right that they are then being left in limbo for months on end.
“This rise in complaints shows our public services are under pressure and too many people are being let down as a result.
“The SNP must make sure our public services are delivering and we must ensure that the SPSO is able to deal with complaints and get justice for people who have been failed.”
Scottish Conservative MSP Alexander Burnett said: “These shocking delays expose yet another part of Scotland’s public services that is buckling after two decades of SNP mismanagement and swingeing cuts.
“The ombudsman is being swamped because councils and public services are continuing to have to do more with less.
“Scots are being forced to pay the highest taxes in the UK only to get less in return, while John Swinney obsesses over independence instead of fixing the basics.”
An SPSO spokesperson said: “SPSO is experiencing an unprecedented increase in demand for its service, with a 31% rise in complaints about public services in the last year.
“This year, we have already responded to 68% more enquiries from people seeking our help. This is a picture being experienced across public services in Scotland and the UK.
“This is leading to longer wait times for people seeking our help as we have sought to manage significantly increased workloads without additional investigative resource.
“We recognise that waiting longer for a decision on a complaint is frustrating and continue to prioritise people who are vulnerable, complaints that are urgent or where there is a significant public interest.”
A Scottish Parliament spokesperson said: “This is an operational matter for the SPSO

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