Introduction

This guide sets out our view on good practice in relation to the effective management of complaint systems within organisations. It provides examples of best practice and provides our view on how the Complaint Handling Code may be used. It is for each organisation to decide how to arrange complaints systems locally. However, we believe this guide will help to support organisations to deliver well-functioning complaints systems that provide good outcomes for the public.

Good complaint handling requires effective procedures and well-trained staff alongside a positive complaints culture that enables those procedures to achieve maximum impact.

We believe organisations should embrace complaints through increased transparency, accessibility, and complaint handling governance. Demonstrating that individuals are at the heart of service delivery and good complaint handling is central to that. Good complaint handling also addresses the imbalance of power between the individual and the organisation through access to independent investigation, and, where appropriate, redress.

High performing organisations view complaints as opportunities.  There are many benefits to be gained from having an effective and efficient complaints process: 

• Good complaint handling promotes a positive relationship between an organisation and local people and improved perceptions locally, regionally and nationally. 

• Complaints allow an issue to be resolved before it becomes worse. Those issues not resolved promptly can take significant resource and time to remedy. 

• Involvement in complaint resolution develops staff ownership, decision-making and engagement. 

• Complaints provide senior staff and elected Members with essential insight into day-to-day operations, allowing them to assess effectiveness and drive a positive complaint handling culture. 

• Data collected about complaints can be analysed and used to inform key business decisions to drive improvement in service provision.