Home > Valuing Complaints Forum
“ A network for complaints handlers should also be established. Scrutiny bodies and service providers should work together to devise ways to bring complaints handling employees together to share experiences and support each other. There should be a website for sharing best practice amongst service providers and complaints handlers, which could lead to service improvement. The website would give handlers an opportunity to network more effectively and intensively, but need not be overly centralised. However, there would have to be clear guidance and direction at the centre from an organisation with appropriate authority. The role of the website in promoting best practice could be targeted at the most practical level – and would be vital in enabling complaints handlers to deal with as many issues as possible at first contact. ”Fit for Purpose Complaints System Action Group
This complaints handlers’ community forum aims to facilitate the sharing of good practice in complaints handling to allow public sector complaints handlers to learn from the experiences of others in different organisations and different sectors in a supportive and professional environment. It provides a platform for complaints handlers to network, get expert information, and to engage in debate on complaints handling and performance issues.
Please note that the forum is intended for use by public sector complaints handling professionals and other professional stakeholders, for example academics, other Ombudsman services and professional bodies with an interest in improving complaints handling. It is not a forum for members of the general public and any registration requests from members of the public will be declined. It is also not intended for the promotion of commercial products or interests and any such posts will be moderated accordingly.
The forum aims to cover a wide range of relevant subject areas such as:
As we work with each sector we are also developing networks of complaints handlers.
The remit of these groups will include identifying, developing and evaluating best practice, supporting complaints handling practitioners and providing a forum for benchmarking complaints performance. The networks will be used to help take forward the ongoing work of the CSA in areas such as developing standardised complaints recording categories and performance indicators. There could also be a role for the networks in offering expertise and advice on relevant complaints matters, contributing to complaints consultations and supporting relevant conferences and events.
If you would be interested in joining a network for your sector, please get in touch with us at the Complaints Standards Authority: CSA@spso.org.uk.