The Principles of Good Complaint Handling were first published on 28 November 2008, following a consultation that took place during the summer.

The report of that consultation can be found here. The Principles of Good Complaint Handling were reprinted with minor amendments on 10 February 2009.

Good complaint handling means:

  1. Getting it right
  2. Being customer focused
  3. Being open and accountable
  4. Acting fairly and proportionately
  5. Putting things right
  6. Seeking continuous improvement

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