Outgoing Scottish ombudsman calls for powers to initiate investigations

Scottish Public Services Ombudsman (SPSO) Rosemary Agnew called for legislative change to bring her organisation’s powers up to date as she stepped down after eight years in post.

Agnew said SPSO should have ‘own initiative powers’ to enable it to investigate issues across public services, in the public interest, and without the need for a formal complaint.

Moreover, she said the requirement for users to put complaints in writing outside of special circumstances was an unnecessary hurdle. “This does not strike me as either dignified or compassionate, especially for people experiencing digital poverty, don’t have English as a first language, or are unable to write. Forcing complainants to write to us presents an unnecessary barrier to justice for those most likely to need it.”

Agnew left at the end of April. Andrew Crawford, a member of the SPSO leadership team is acting ombudsman until October 2025 when Paul McFadden will take up the permanent post. 

SPSO is the final stage for complaints about public service organisations in Scotland, including regarding water services.