My name is John Stevenson, a Complaints Handling professional based in Edinburgh, Scotland. I took (early) retirement from The Scottish Public Services Ombudsman (SPSO) in 2021. In this section of the website, you will find out more about me, my current and previous roles and why I established Valuing Complaints.
I am passionate about complaints, and in particular Complaints Standards. In terms of my profession, working in a complaints environment, and having the opportunity as the Head of The Complaints Standards Authority (CSA) to help to drive up the standards of complaints handling performance in public bodies across Scotland was one of the most fulfilling experiences of my career.
Since ‘retiring’ I have maintained an active interest in complaints management through my activities as a Board Member of, and Commissioner for, the Scottish Legal Complaints Commission and through work to support complaints training and wellbeing strategies in various public sector organisations.
It has become clear to me that there is an ongoing need and appetite from organisations and complaints professionals for support. I believe that my skills, experience and competence together with my Associate network of highly skilled complaints and business professionals who support Valuing Complaints, make me, and ‘Valuing Complaints’ an ideal (and cost effective) resource to support public bodies in all aspects of complaints handling.
I have an MBA (Master of Business Administration) graduate degree from Edinburgh (Napier) University and am a Prince2 Certified Project Manager. In my social time I enjoy watching Edinburgh’s oldest football club.
Current Activities
The Scottish Legal Complaints Commission
In 2021 I was appointed by Scottish Ministers to the Board of The Scottish Legal Complaints Commission (SLCC) for a period of 5 years. As a Board Member, I am also a member of the SLCC’s Audit Committee. In addition to my governance responsibilities as a Board Member, I am also a Legal Complaints Commissioner where I review and decide on the eligibility and outcome of complaints.
In April (2023) The Scottish Government introduced the draft Regulation of Legal Services (Scotland) Bill into the Scottish Parliament. This includes proposals for the SLCC to have powers to simplify the complaints process for consumers and legal professionals develop by developing and introducing minimum Standards for complaints handling across the sector. This is an area of work that I look forward to supporting and advising the SLCC on, based on my experience of a similar change programme in the Scottish Public sector.
DA Professional
I also work closely with Dr Dorothy Armstrong, supporting her work in developing and delivering training support in communicating, managing conflict and caring for staff, all in a complaints handling context. Please see Dorothy’s biography below.
Career History
The Scottish Public Service Ombudsman (SPSO)
Prior to retiring from the Ombudsman Service in 2021, I was part of SPSO’s Senior Management and Leadership Team. Most recently I was the Head of Improvement, Standards and Engagement, where I had the lead responsibility for SPSO’s Complaints Standards, Communications, Training, Policy, and Learning and Improvement functions.
Prior to this I was The Head of the Complaints Standards Authority (CSA) where I led on the design and introduction of new legislative requirements in relation to complaints handling in the Scottish Public sector. This included the development and implementation of standardised Model Complaints Handling Procedures across the public sector, ensuring that complaints handling became simpler, standardised and more accessible to the service user while also establishing the CSA as a centre of best practice in complaints handling.
A role I particularly enjoyed as Head of the CSA was relationship building and working closely with different sector’s complaints handling networks to promote learning, improvement and the sharing of good practice within and across sectors.
UK Civil Service
As an Inspector in the Benefit Fraud Inspectorate, I specialised in regulatory inspection and reporting to UK Government Ministers to improve the administration of social security benefits by councils and social security agencies across the UK.
I am currently Lead Professional Advisor to the Scottish Public Services Ombudsman and Director of DA Professional. My passion is to ensure people are at the heart of their healthcare experience, in an environment where those both giving and receiving care are valued and appreciated. I regularly present seminars on the Power of Apology and Listening and Learning from feedback and complaints.
I believe feedback and complaints are an opportunity for learning and improvement. Early resolution of complaints can be fostered by empowering staff to react promptly using the best of their communication. By adopting skills in empathy and understanding, we can often de-escalate the stage one complaints. And we can encourage staff on the receiving end to be more self-aware of the impact criticism, concerns and complaints may have on their well-being and effectiveness.
I am a graduate of Nursing at the University of Edinburgh and an Honorary Fellow. I am proud to have worked in the NHS as a Director in nursing management and education. I remain on the nursing register and served as a vaccinator during the Covid-19 pandemic. I am an Honorary Nurse Consultant in a large teaching hospital and Fellow of the Royal College of Physicians of Edinburgh. It is also a privilege to be the Chair of Seagrove, a day facility for people living with dementia.
In 2010, I was awarded an Honorary Doctor of Science degree from the University of Edinburgh for services to patients.
For further information please contact me at dorothy@daprofessional.net, on Twitter, LinkedIn or visit my website www.dorothyarmstrong.net
My name is John Giblin, a long-time friend and former colleague of John Stevenson. I have been a Management Consultant for over 30 years. In 2014 I created and launched John Giblin: Management Consulting.
Since 2014 I have worked extensively on business change and continuous improvement programmes with senior council officials across the UK. I have also worked on developing and embedding customer centric, performance delivery cultures through my management development schemes and my manager mentoring and team-building programmes.
I started work as a 16-year-old in front line delivery for the Department of Health and Social Security in 1977. I later joined the Department’s Consultancy unit where I helped to successfully implement Incapacity Benefit and Job Seekers Allowance as well as set up and 10 years later close down, the Benefit Fraud Inspectorate.
In my private life I am happily married to Sandra and am the proud father of two children. I have endured a longer and much more troubled relationship with the Hibernian Football Club.
My name is Scott Lamont and I am from Edinburgh, Scotland and have been based in the United States for the last 13 years. I am a long-time associate of John Stevenson from Valuing Complaints. I am a professional Graphic Designer and Web Developer with over ten years of experience working with a variety of clients. I have advanced skills in leading Adobe Creative Suite tools, such as Adobe Captivate, Adobe Illustrator and Adobe Photoshop.
My academic achievements include a Bachelor of Arts (BA) in Studio Art & Graphic Design from Queens College, New York, a Master of Arts in Teaching (MAT) from Bethany College, West Virginia and a Master of Business Administration (MBA) from the University of the Cumberlands, Kentucky.
By merging creativity and technical proficiency, I thrive in creating and delivering innovative solutions tailored to each client's unique requirements. Passionate about my work, I consistently strive for excellence in every project.