UK Central Government Complaint Standards

The UK Central Government Complaint Standards set out how organisations providing government services should approach complaint handling. They have been co-designed with UK central government departments, other public bodies and advice and advocacy groups.

Building on the good practice that already exists, the Complaint Standards provide a consistent approach to complaint handling across government departments. They will:

help your organisation deliver what service users want when they make a complaint
support colleagues to deliver good complaint handling day in, day out.

Here are some steps to get you started with using the Complaint Standards.

Government Complaint Standards

Find out more about the Complaint Standards and read the summary of expectations

Model complaint handling procedure

The model procedure will support you to deliver good complaint handling.

Good complaint handling guides

Detailed guides to help you deliver good complaint handling

Toolkit

An organisational assessment tool, sample letters, forms and other helpful resources

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