Why Value Complaints?
Complaints are valuable. Handled well, they provide a low cost and important source of feedback and learning for service providers to help drive improvement and restore a positive relationship with customers who feel let down by poor service. Handled badly, they erode public confidence and trust in public services.
Adopting good practice in complaints handling has real benefits. As well as providing an effective way for public service users to have their voice heard and issues addressed, complaints offer a chance for public bodies to gain an accurate picture of the level and quality of service they offer from the perspective of the user.
Complaints can also provide an early warning of more fundamental problems in service design and delivery. The evidence and learning from complaints can give the decision-makers in an organisation an opportunity to make improvements before problems escalate.