Procedures

Model complaint handling procedures should contain:

• how service user feedback will be encouraged (feedback / complaint forms / on-line forms / dedicated email address / telephone number)
• what complaints are accepted: verbal, written, anonymous etc
• who is responsible for taking the complaint (at each stage of the process) and at what point the complaint is referred on (at each stage of the process)
• how complaints and their outcomes will be recorded
• timeframes for resolution and other performance standards - including guidance on what happens if these are not met
• acceptable forms of redress and clear levels of delegated authority for staff
• review and appeal mechanisms if the complainant is not satisfied
• clarification on what kind of analysis should be carried out on complaint data
• how complaint analysis should be reported including mechanisms for reporting trends / underlying causes of concern
• ways to make recommendations for organisational change to improve service delivery as a result of complaint data