UK Central Government Complaint Standards Easy Read

1. Learning from complaints

Image removed.

Complaints help organisations to learn more about the experiences of people who use their services.

What we want to happen:

Image removed.

  • organisations will understand that complaints are helpful. Complaints can help organisations to work in a better way

Image removed.

  • senior leaders will make sure that things they learn from complaints make a difference.
  • For example, by writing a plan for how to make their services better.

Image removed.

  • people who investigate complaints will get good training and support.

Investigate means:

Image removed.

  • looking closely at what has happened and talking to people involved

Image removed.

  • looking at the facts

Image removed.

  • asking people who have been involved in complaints what it was like