SPSO Individual Decisions

7,958 published decisions from the Scottish Public Services Ombudsman (Jun 2011–May 2026). The Scottish Public Services Ombudsman investigates complaints about public services in Scotland — councils, the NHS, housing associations, and Scottish Government agencies. Source: spso.org.uk.

7,958
Total Decisions
7,733
Investigated
2,215
Upheld
54%
Upheld (of investigated)
Clear

Showing 2 results matching "Highlands and Islands Enterprise"

Highlands and Islands Enterprise (201203653)
Scottish Government and Devolved Administration Not Upheld
Decision date: 1 Jun 2013
Subject: policy/administration
Mr C complained that Highlands and Islands Enterprise (HIE) unreasonably stated that they had an interest in an area of amenity land they were considering selling when, in his opinion, this was not the case. He was of the view that they claimed this in order to put the land on the open market and increase the value. He also felt that HIE unreasonably sold the land to a developer and so failed to protect the future amenity value of the land for the community. We found that there was interest in the land from other parties and, as a result, HIE were correct in what they said. We also noted that the designation of land is a responsibility of the council and not HIE. We found that a decision not to attempt to try and control future use of the land through a no-development clause in the sale agreements was reasonable. As the actions take by HIE were reasonable, and as we found no evidence of administrative failure in the way they dealt with this matter, we did not uphold Mr C's complaint. Related reading View Decision Report 201203653 as a PDF (11.14 KB) Updated: March 13, 2018
Highlands and Islands Enterprise (201103656)
Scottish Government and Devolved Administration Not Upheld
Decision date: 1 May 2013
Subject: policy/administration
Mrs C is a landowner who owns a stretch of river close to a fish farm. She complained that when Highlands and Islands Enterprise (HIE) approved a grant for expansion of the fish farm, they did so without conducting sufficiently robust environmental checks and did not reasonably investigate the probable environmental impact. Our investigation, which included taking independent advice from one of our advisers, found that HIE had used a reasonable scrutiny process and had applied it properly. We did, however, find that some of the information about how the fish farm was complying with the environmental regulations was supplied by the applicants themselves. Our adviser said that, while this complied with the process in place at the time, it would be more robust if such information was obtained from a third party, such as the relevant regulatory body. In this case the Scottish Environment Protection Agency (SEPA) was the regulatory body involved. The fish farm had provided HIE with copies of licences issued by SEPA and HIE had made some further enquiries to ensure that the licences were current and that SEPA were working with the fish farm to ensure on-going compliance. HIE have since reviewed their procedures and are in the process of issuing revised guidance to staff. The new procedures mean that in future any information on compliance with environmental regulations and requirements will be obtained from the regulatory body rather than the applicant. Overall, we were satisfied that it is not HIE's role to monitor or police compliance. In this case the application documentation was correctly scrutinised, assessed and evaluated, and we also satisfied that in future the system will be even more robust. Related reading View Decision Report 201103656 as a PDF (11.54 KB) Updated: March 13, 2018
Upheld
2,215
SPSO found fault with the organisation complained about.
Not Upheld
3,569
Complaint investigated but no fault found.
Closed / Other
38
Closed after initial enquiries, resolved early, or withdrawn.

Investigated Decisions Over Time

Excludes 38 closed after initial enquiries. Quarterly, by outcome.

Decisions by Sector

Sectors by Upheld Rate

Which sectors have the highest upheld rate?

Sector Decisions Upheld Rate
Health 4,465 2,490 56%
Local Government 1,975 1,007 51%
Prisons 573 199 35%
Water 331 162 49%
Education 272 123 45%
Health and Social Care 153 82 54%
Scottish Government and Devolved Administration 145 76 52%
Housing Associations 23 13 57%
Outcome: 11 5 45%
Scottish Government 10 7 70%

Organisation Accountability

Top 20 organisations by upheld rate (minimum 5 investigated decisions). Based on 7,733 investigated decisions (excludes 38 closed after initial enquiries). Benchmark: 54% average across all investigated decisions. Sparklines show annual decision volumes 2017–2026.

# Organisation Trend Investigated Upheld Not Upheld Upheld Rate vs avg
1 Heriot-Watt University 9 6 0 100% +46pp
2 An NHS Board 9 5 0 100% +46pp
3 City Of Glasgow College 6 2 1 83% +29pp
4 A Dental Practice in the Greater Glasgow and Clyde NHS Board area 11 7 2 82% +28pp
5 Lothian NHS Board - Acute Services Division 11 6 2 82% +28pp
6 Sanctuary (Scotland) Housing Association Ltd 5 3 1 80% +26pp
7 Lothian NHS Board - Royal Edinburgh and Associated Services Division 5 1 1 80% +26pp
8 A Medical Practice in the Western Isles NHS Board area 9 2 2 78% +24pp
9 Lothian NHS Board - University Hospitals Division 9 1 2 78% +24pp
10 A Council 42 15 10 76% +22pp
11 Clear Business Water 16 9 4 75% +21pp
12 River Clyde Homes 11 5 3 73% +19pp
13 Comhairle nan Eilean Siar 14 7 4 71% +17pp
14 Scottish Environment Protection Agency 10 2 3 70% +16pp
15 Dumfries and Galloway NHS Board 104 38 33 68% +14pp
16 Stirling Council 25 6 8 68% +14pp
17 Crown Office and Procurator Fiscal Service 22 11 7 68% +14pp
18 Grampian NHS Board 249 87 82 67% +13pp
19 Inverclyde Council 15 5 5 67% +13pp
20 Queen Margaret University 12 2 4 67% +13pp
All-organisation benchmark 54%