Impact
We will:
- focus on common, recurrent and systemic themes, highlighting underlying causes and emerging risks
- turn complaints data, user experience and wider evidence into high-quality insight, making it open and accessible to others
- track compliance and implementation of our recommendations and work with partners to make sure our findings lead to measurable improvements across public services.
Our data is one of our biggest strengths. The breadth of the complaints we handle gives us a unique insight into the experiences of a wide range of people, as well as what is happening in the public services and systems they use.
Using this insight, we want to help organisations we investigate to prevent repeated failings and continually improve. Our NHS and Government Complaint Standards will be supported with guidance, toolkits and training to help organisations provide the best user experience for people, prevent harm and embed learning.
Windrush Compensation Scheme
In 2024 we published a report on the Windrush Compensation Scheme. The Scheme was set up by the Home Office in response to the Windrush scandal and was, in some cases, making wrong decisions and withholding payments. We have also highlighted failings in complaints we investigated to show the importance of people coming to us with their concerns. This demonstrates our commitment to being a fair and inclusive organisation that values complaints and the learning they bring. Publishing our investigations helps to improve public services and prevent the same mistakes from being repeated.