4. Communication and making things better
Responses to complaints are shared. If something needs to be better, then this happens.
A response to a complaint is says what happened, and what will be done about it.
Responses will:
- be clear, fair, and based on facts
- show that the organisation understands how the person has been affected by what happened
- say what should have happened and how it will be put right
- say what the organisation has learned and how they will make things better
- say how they are following the law
Organisations will apologise when something has gone wrong. They will make sure it doesn’t happen again.
Organisations will share their plans for how to make things better.
If the person who complained is not happy with the response, they will be told about what to do next.
For example, they could go to the Parliamentary and Health Service Ombudsman.