More impact for more people - Our Strategy 2013 - 2018
Our new strategy sets out how we will work to have more impact for more people over the next five years. In developing the strategy, we talked to the public and Members of Parliament, to our staff and many of the organisations we work with. We also listened to what our customers think of the service we offer.
Most of the time, public services run smoothly. But we know that when things go wrong, complaining can be hard to do. People worry that making a complaint will be difficult and take a long time. It can be hard to find out how to complain and many people feel that complaining won’t make a difference. For people who are unwell, vulnerable or struggling with difficult circumstances, making a complaint can be particularly hard.
The strategy sets out our vision that complaints will make a difference, and that complaining about public services should be straightforward and fair. Our role in investigating complaints is set out in law and our strategy describes how we will carry out that role over the next five years by investigating more complaints and making it easier for people to find and use our service. It also outlines how we want to work with others to help improve public services and to make the complaints system better.
