Top Tips

Front-line staff may find the following tips useful when dealing with service users wanting to make a complaint:

1. Give a pleasant greeting and remain calm and respectful throughout the conversation
2. Listen - allow the person to talk about the complaint in their own words and express their dissatisfaction - don't intervene too quickly as sometimes a person just wants to "let off steam"
3. Listen - use good listening skills and give encouragement e.g. nod, maintain eye contact, adopt open body language and show an interest in what is being said
4. Always acknowledge the person's feelings and any anger (even if you feel that they are being unreasonable) - you can do this without making a comment on the complaint itself e.g "I understand that this situation is frustrating for you"
5. Show that you have understood the complaint - paraphrase and summarise what the person has said by picking out key points and using key words to mirror those used by the complainant
6. Apologise - if you feel that an apology is deserved for an action or omission that was the responsibility of your organisation then feel empowered to do so
7.  Listen for statements that you can agree with e.g. "I agree, it would be frustrating to wait two hours for someone to see you". This sort of agreement does not involve any admission of fault on behalf of the organisation
8. Don't debate the facts in the first instance, especially if the person is angry
9. Avoid using jargon and complicated language and make sure that the person understands what they have been told
10. Obtain details about the complaint before any personal details
11. Lead the person back to the point of their complaint if they go off track e.g. "So, your complaint is about....."
12. Ask for clarification wherever necessary and make clear your understanding of the complaint, concern or request
13. Ask the person what they would like done to resolve the issue
14. Provide a clear choice of options wherever possible
15. Be clear and direct about what you can do, how long it will take and what it will involve
16. Ensure that you give the person an opportunity to participate as fully as possible in deciding how best to deal with their complaint
17. Give clear and valid reasons why requests cannot be met
18. Wherever appropriate, inform the person about available avenues of review or appeal.