You said we did

Here at OPG we do take seriously the views of people who use our service. We have changed our service as a result of people letting us know their experience. Here are examples of what changes we have made and those we have agreed to work on.

You Said We Did Date
You were not clear about the changes now that the SCTS finance team have taken over invoicing local authorities for the registration fees for part 6 orders. We met with the SCTS finance team and agreed that appropriate communications conveying the same message were needed. We emailed all local authorities to inform of the invoicing change. We also updated our local authority system letters with information about the change. SCTS informed their list of contacts too.  June 2024
There was a discrepancy between the Code of Practice and the information we provide about gifts. We reviewed our literature and agreed. The information has been corrected to show that a financial guardian does not need permission for gifts up to £100, so long as the total in any year does not exceed £500. May 2024 
You could not download PDF forms and guidance from the website. We are aware that some of the PDFs generate an error message when trying to open them. We previously provided guidance to help workaround this issue. However after reviewing the matter we agreed that the message could be more prominent. We have also added more information on relevant webpages so the workaround guidance can be easily located. April 2024 
We should not have shared your contact details, with other people you are appointed with, when you advised us that you changed address. We took legal advice on this and they agreed. We have now changed our practice and no longer share the personal details for those appointed and who remain as a substitute attorney as this is an inactive role. We apologised for this error.  March 2024
You wanted to be discharged from your role as financial guardian but did not know there was a time limit for the application to be made. We updated the information on the relevant web pages and added a new FAQ outlining the position. We also updated our guidance notes that accompany the discharge application form to confirm that a discharge application should be made within three years of the date when the final account was approved.  October 2023
The letters we send to a local authority did not provide the necessary information when substitute welfare attorneys begin acting as attorneys and that this was causing the local authority extra work. We reviewed the position and identified the relevant processes. We have updated our letters to include the key details of substitutes who now act as sole or joint attorneys. This information is provided to local authorities as per the requirements of the Adults with Incapacity (Scotland) Act 2000.  September 2023