Performance
![A finger tracing an upward curve on a graph on a screen. In the background is the shape of a figure in business dress.](/media/1984/thinkstockphotos-884650780.jpg?center=0.60655737704918034,0.49572649572649574&mode=crop&width=500&height=281&rnd=133661355448670000)
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Learning from complaints
The complaints process is governed by the Scottish Public Service Ombudsman (SPSO)
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Mystery visits
The Mystery Visitor Programme provides evidence on how well we deliver services to our customers