What the Complaint Standards do
The Standards say how organisations will:
- learn from complaints
- make it quicker and easier for people to complain
- treat people fairly
- find out the facts
- use complaints to make services better
The Standards say how staff must:
- communicate with the person who has complained
- find out what happened
- tell you what is happening to your complaint, and what to expect
- make sure the organisation learns from the complaint