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The Ombudsman’s Office is working on a project to develop Principles of Good Complaint Handling and we would welcome your views on the draft Principles as part of a public consultation. Promoting good complaint handling by public bodies is a key part of our work and the attached Principles are based on the experiences of this Office in considering complaint handling for over forty years.
The work on good complaint handling flows from and should be read in conjunction with our Principles of Good Administration and the Principles for Remedy. Good complaint handling is a key element of good administration and you will see that we have started from the same six Principles but applied them to the complaint handling context. The six Principles are:
- Getting it right
- Being customer focused
- Being open and accountable
- Acting fairly and proportionately
- Putting things right
- Seeking continuous improvement
We should stress that the Principles are not detailed prescriptions, nor are they intended to be a checklist to be applied mechanically. Our aim is to ensure that public bodies understand how we expect complaints to be handled, and complainants understand how we will consider their cases. As with the existing Principles, we hope that they will prove useful to complaint handlers and complainants.
We have just undertaken a 12 week public consultation on our draft Principles of Good Complaint Handling (pdf,105KB). The consultation has now closed. Many thanks to everyone who provided comments on the draft Principles. We intend to publish the final Principles in the autumn when we have considered all the responses.
If you have any queries about the consultation process please contact us:
By post to the External Liaison and Outreach Team at: Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London SW1P 4QP
By email to: PGCH-consultation@ombudsman.org.uk
By telephone to: Damian Brady on 020 7217 4201
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