woolly mammoth

I attended one of the several days training we have commissioned the SPSO (Scottish Ombudsman's office) to deliver across the country to our volunteer managers who help deal with complaints about the service provided by our organisation, CHS.

We are moving to a refreshed complaints framework in June and it was good to get a day of tuition on the SPSO model - on which much of Scottish public services now base their complaints procedures. The national CHS team is also taking part.

Kerry our trainer was enthusiastic and entertaining as well as very informative and had adapted the day's training to the issues we face. Her advice is that we will need to bed the new system in over the next couple of years, tweaking it to get it fine tuned.

At one point the phrase "woolly mammoth" was used. Two words I never expected to hear today.

The blip is of the chimneys and roofs above John Knox's House close to the training suite on a glorious April afternoon.