Ways you can simplify your process

An effective complaints management system should be simple to understand and easy to use for both complainants and staff.

Organisations should handle complaints according to simple, clearly established procedures, which are well publicised to customers, staff and other stakeholders. These procedures should allow complainants to move through your process with minimal delay and define each stage, so that the person making the complaint knows exactly what to do next.

An example:

Step 1: Frontline Complaint Handling

Staff empowered with clear delegated authority to resolve complaints, wherever possible, at first contact.

Front-line staff log details of complaint (and outcome) for later analysis.

Step 2: Internal Review or Investigation

Senior staff member or designated complaints officer reviews/investigates unresolved complaints.

Outcome recorded for later analysis.

Step 3: Appeal

A transparent and independent review of unresolved complaints by head of organisation (e.g. Chief Executive or Executive Director).

Outcome recorded and used to drive improvement.

Step 4: External Review

Unresolved complaints are referred externally, e.g Ombudsman, other independent adjudicator or other legal remedy.

It is best practice to ensure that clear timelines are published for each stage. For example:

3 - 5 days - Acknowledgement letter issued.

5 -10 Days - Resolution or referral for Internal Review/Investigation.

15 - 28 Days - Resolution or referral to Appeal stage.

If, for any reason, the timeline is unable to be met then the complainant should be informed of the reason for the delay and be kept regularly informed of progress.