About
We are delighted to launch full registration of this year's OA conference 'Rising to the Challenge'.
We hope you will be able to join us at Voco Grand Central in the heart of Glasgow City Centre (next to Grand Central train station) to discuss the key issues facing the sector.
The conference starts with a Summer Workshop on the afternoon of Monday, 9 June, followed by a Networking Dinner at Voco Grand Central before the conference proper starts on Tuesday, 10 June. We have an exciting programme and slate of speakers lined up over 10-11 June (see below).
Civic Reception
We are grateful to the Lord Provost and Glasgow City Council for hosting a civic reception as part of the conference dinner, due to be held on the second night, 10 June 2026.
For further information, FAQs and Terms & Conditions: OA Conference - FAQ / T&C’s |
Sessions
Workshop exploring how Members are using AI and other technology to increase effectiveness.
19:00 - 19:30 - Drinks Reception
19:30 - 21:00 - Networking Dinner
Both in the Grand Room, Voco Grand Central
The Grand Foyer
Presentation by Margaret Kelly, Ombudsman Association Chair
Professor Joe Tomlinson, Administrative Fairness Lab, on public perceptions of fair process (incl. use of AI) and how seemingly small changes can significantly increase perceptions of procedural fairness and deliver wider benefits
Use of AI by complainants and the challenges that is presenting to Members, with presentations from the Financial Ombudsman Service and PHSO.
Session discussing the current challenges that Members deal with in relation to complainant behaviour, with a presentation from Mary-Anne Webb on the research undertaken for NIPSO into best practice ‘reasonable behaviour’ policies.
Presentation from LGSCO on challenges with SEND and homelessness services, adapting casework processes, and external comms and engagement.
Ed Dallas, Chief Economist Simetrica-Jacobs, presents results of feasibility study into developing an approach to measure and evidence impact of ombudsman schemes.
SPSO’s reflections on how well Model Complaints Handling procedures work, revising principles and taking a different approach.
Housing Ombudsman set out how they’ve achieved coherence in the system by working closely with the regulator, whilst remaining independent.
Session with Mike Titchen, a Lean 6 Sigma specialist, about approaches to identifying efficiencies and effectiveness in processes.
18:45 - Walk from hotel (10 minutes by foot)
19:00 - 19:30 - Drinks Reception
20:00 - 22:00 - Conference Dinner
Session on how the confidence of stakeholders can be rebuilt after failings around governance, complaints handling, or effectiveness have occurred, with Ian Bruce, Ethical Standards Commissioner, and [Kirsty-Louise Campbell, Chief Officer for Governance, Performance and Engagement at the Scottish Environment Protection Agency (SEPA).
The Pensions Ombudsman provide an update on the productivity gains made through their Operating Model Review, and the Property Ombudsman share how they’ve increased their output whilst operating as a virtual organisation.
Members share lessons from their campaigns for reform, mistakes, and what worked, with input from FOS and Scottish Legal Complaints Commission.
Professor Chris Gill / Complaints Policy Lab uses the case study of social care complaints in Scotland to set out how complaint systems in general need to do more to address power imbalances, restore relationships, and realise learning from complaints, with SPSO highlighting their journey to taking a rights based approach.
How do ombudsman schemes remain relevant in a time when redress is expected to be instantaneous? What needs to change to retain relevance? Panel session with Professor Chris Gill, University of Glasgow; Paula Sussex, PHSO; Ric Blakeway, HOS; and Doug Melville, CIFO.
Speakers
Venue information
The Voco Grand Central Hotel, Glasgow is an iconic landmark hotel in the heart of the city, located directly beside Glasgow Central Station, offering effortless access for travellers arriving by rail.
For those travelling by air, the hotel is approximately 20 minutes by taxi from Glasgow Airport and around 50 minutes from Edinburgh Airport. Glasgow Central Station is next door to the hotel, making onward travel quick and convenient. The hotel is also easily reachable by taxi or on foot from the station - simply exit into the city centre concourse and the hotel entrance is moments away for discounted travel: More information: Glasgow Conference Rover | Travel In Glasgow | ScotRail (Note: The Rover ticket must be collected from a station)
Delegate offers: www.visitglasgow.org.uk/convention-bureau/meeting-planners/delegate-offers/
Reception drinks and the Conference Dinner on Wednesday 10 June will take place at the magnificent Glasgow City Chambers, where delegates will be welcomed by the Lord Provost, courtesy of the Glasgow Convention Bureau. This historic venue offers a stunning setting in the heart of George Square and is a short walk from the hotel.
Pricing
| Pricing Schedule from 16 April 2025 |
Members |
Non-Members |
| Option A - Full Residential Conference Attendance: 2 days conference, 2 nights’ accommodation, Networking dinner (Monday) and Conference dinner (Tuesday) |
835.00 |
915.00 |
| Option B - Full Conference Attendance: 2 days conference, 1 night accommodation (Tuesday), Conference dinner |
700.00 |
780.00 |
| Option C - Half Conference Attendance: 1 day conference, 1 night accommodation, 1 dinner** |
634.00 |
714.00 |
| Option D - Two Day Dining Delegate: 2 days conference, Conference dinner |
520.00 |
600.00 |
| Option E - Two Day Delegate: 2 days conference |
460.00 |
540.00 |
| Option F - Single Day Delegate: 1 day conference attendance** (select which day on registration) |
400.00 |
480.00 |
| Option G - Single Day Dining Delegate: 1 day, Conference dinner** |
460.00 |
540.00 |
* All prices shown are exclusive of VAT