Key points

• High performing organisations view complaints as opportunities to learn and improve services.
• Good complaint handling promotes a positive relationship between the organisation and local people and improves perceptions of the organisation locally, regionally and nationally.
• Data about complaints supports statutory officers in carrying out their legal duties to oversee and be accountable for the performance of the organisation.
• Organisations should focus on providing good quality outcomes to complaints rather than being overly focussed on quantitative metrics like the number of complaints received.
• Consistent reporting of complaint performance data allows organisations to benchmark performance and develop expected performance standards for their local authority over time.