The pyramid

The pyramid represents the need for the whole of an organisation to value and take ownership of complaints. Front-line staff, managers, executive officers and decision-makers all need to have defined responsibilities in welcoming and learning from complaints, in order to make a complaints management process truly effective.>

The right complaints management culture can only exist if the top of the organisation takes ownership of, and a keen interest intheir complaints management process. Complaints are valuable to an organisation when the top of that organisation demands to see the evidence that complaints drive improvement.

Our first Valuing Complaints publication, The Principles of Good Complaint Management, is deliberately targeted at the decision-makers within public bodies. If good practice is embraced at the top of an organisation then it should permeate down to the front-line and have a positive impact on both service delivery and the experience of service users.