UK Central Government Complaint Standards

About the UK Central Government Complaint Standards

The UK Central Government (UKCG) Complaint Standards set out how all organisations providing central government services should approach complaint handling.

The Complaint Standards will support organisations to provide a quicker, simpler and more streamlined complaint handling service. They have a strong focus on:

  • early resolution by empowered and well-trained people
  • all colleagues, particularly senior leaders, regularly reviewing what learning can be taken from complaints
  • how this learning should be used to improve services.


The Standards aim to deliver what service users say they want when they make a complaint.

They should be used alongside other central government complaint handling requirements.