Understanding the complaint process

It is important that complaint handlers understand the complaint process that should be followed in each individual case and what is required of them.

Complaints processes can vary within organisations depending on what the complaint is about. For example the process for dealing with complaints under the statutory children’s complaints procedure is different to the process set out in the Complaint Handling Code.

These differences impact the timescales for responding to complaints, the type of response required and where complainants should be signposted to if they remain unhappy.

Organisations should have internal procedures explaining how complaints should be handled locally under relevant legislation, the Complaint Handling Code and local policies.

You can find out more about the relevant complaints processes for local councils in the links below:

• Complaint Handling Code
• Children’s Statutory Complaint Process
• Adult Social Care Complaints Process
• Public Health Complaints