UK Central Government Complaint Standards

The new UK Central Government Complaint Standards will help make the complaints process quicker and easier. The Standards will also help organisations learn from complaints so they can make lasting improvements to public services.

You can read the Standards here, download a PDF (847KB) or read the Easy Read Complaint Standards.



The new Complaint Standards will focus on:

  • welcoming complaints in a positive way and recognising them as valuable insight for organisations
  • supporting a thorough and fair approach that accurately reflects the experiences of everyone involved
  • encouraging fair and accountable responses that provide open and honest answers as soon as possible
  • promoting a learning culture by supporting organisations to see complaints as opportunities to improve services.