EnergyWatch

A report on best practice in complaint handling was prepared by the University of Leicester for EnergyWatch - the independent Gas and Electricity watchdog.

This report "Complaint Handling: Principles and Best Practice" examines the basic principles that should form the foundations of companies' complaint handling schemes. The report utilises a wide range of research evidence and well-established and tested principles and practices drawn from national and international published standards in a variety of sectors,  as well as academic and other work.

Although, this research focuses primarily on complaint handling in private sector companies, there is a lot of material that is also relevant to the public sector and it may be useful in shaping your own approach to complaint handling.