The resources in this section will help you deliver good complaint handling that meets the Complaint Standards. Below is a step-by-step guide to getting started.
| Step one: | Assess your organisation's approach to complaint handling against the expectations in the Complaint Standards. You can use the Organisational assessment tool to identify how you are already meeting the Standards and any areas you need to develop. |
| Step two: | Compare your existing complaints procedure to the Model complaint handling procedure. Consider what actions or changes you can make to enable you to meet the Complaint Standards. |
| Step three: | Review the Good complaint handling guides. They provide detailed guidance to help you meet the Complaint Standards. |
| Step four: | Consider what complaint handling training you already provide. Identify any additional training needs your colleagues might have so they can successfully deliver the Complaint Standards. |
Download the Getting started leaflet [.pdf, 256 KB]
Training
Our UK CPD certified Central Government Complaint Standards training covers all aspects of identifying, investigating and resolving complaints. Our training is free and is suitable for staff involved in handling and responding to complaints.
To learn more about our Central Government Complaint Standards training, and to request access to our open courses, please:
- visit our training website
- click “Log in as a guest”.
You can then request access to a training course.
Please allow up to 31 working days for a request for training to be approved.
Questions?
If you need help or have any questions or feedback on the UK Central Government Complaint Standards materials, please contact the Ombudsman’s Liaison Team liaisonmanagers@ombudsman.org.uk.