Dealing with complaints – are we doing well? Available to Purchase

Investigates the views of complainants and how they felt that their complaints had been handled. Complainants from a three‐month period were sent a nine‐question questionnaire to which the response rate was 52.3 per cent. Shows that, on the whole, complaint‐response times were being met; the complaints system was seen as user friendly; and, overall,complainants were satisfied with the way in which their complaints were handled.