Complaint Recorded and Used to Drive improvement

It is essential that complaints are properly recorded and that evidence from complaints are used to drive improvement.

All complaints, irrespective of the outcome, should be recorded - preferably on a single, cross-departmental system.

All complaints should be documented as per the investigation process and all correspondence and evidence should be retained, as appropriate.

Data on receipts, findings and redress / recommendations should be made available to the senior management team on a regular basis and upon request.

Complaints data should be considered as a core service standard measurement.

Complaints data should be considered as evidence of issues with the design and workings of the complaint management process.