About the Complaint Standards Framework

Putting the Framework into practice

The Framework will be supported by detailed guidance on how each expectation can be applied in practice.

The Framework and the guidance will be used to develop a professional skills training and support programme for all NHS staff.

This single set of expectations will form the basis for one central training platform so that NHS staff can develop their skills through accredited courses. This will give them the confidence to deliver consistent, positive local complaint processes and outcomes when they receive feedback and complaints.

NHS organisations will also have access to a ‘Model Complaint Handling Procedure’ based on the Framework which they can use in their own service. Each NHS organisation will be supported to tailor this model procedure to make sure it reflects its size and the services it provides.