How we work

working with the organisations

An important part of our work is to help the organisations improve their service to the public. To ensure that mistakes are not repeated and that lessons are learned, we carefully monitor our results, identifying trends and particular areas of concern. We feed this information back to the organisations, prompting them to make improvements to their service.

We are often invited by the organisations to comment on their leaflets and instructions while these are at the draft stage. We also host visits from staff who work in the organisations' complaint teams to share good practices and develop good working relationships.

We hope our experience in dealing with complaints, and the valuable feedback that we provide, encourages the organisations to improve their systems and procedures so that you, their customers, experience a better standard of service.