The Complaint Handling Code

Our Complaint Handling Code (‘the Code’), sets out what an organisation should do procedurally to handle complaints.

The Complaint Handling Code sets out a process for organisations that will allow them to respond to complaints effectively and fairly. The purpose of the Code is to enable organisations to resolve complaints raised by individuals promptly, and to use the data and learning from complaints to drive service improvements. It will also help to create a positive complaint handling culture amongst staff and individuals.

The Code is a guide for local people setting out what they may expect from an organisation when they make a complaint. Organisations should seek feedback from individuals in relation to their complaint handling as part of the drive to encourage a positive complaint and learning culture.

Organisations should have a single policy for dealing with complaints covered by the Code.

The principles, process and timescales in this Code are aligned with the Complaint Handling Code issued by the Housing Ombudsman. This means that organisations who fall under the jurisdiction of both Ombudsmen should be able to provide a co-ordinated complaint handling process across services covered by both Codes.

As well as this guide, we have also published the following guides to the Complaint Handling Code:

• Guide on effective complaint handling for complaint handlers
• Guide on designing and delivering effective complaints systems for complaint managers
• Guide on managing complaints in contracted and commissioned services
• Guide on effective oversight of complaints systems for statutory officers

The Code covers complaints about services where there are not already statutory complaints processes in place. This means complaints about adult social care, public health and certain children’s services complaints are not covered by the Code. This is because there is already legislation which sets out how these complaints should be handled.

Regulations relating to complaints about adult social care and children’s services set out requirements for reporting complaint handling performance. We believe this reporting should happen alongside reporting of all complaint data so the wider complaint handling performance of the organisation can be scrutinised effectively.