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What people think of complaining

In April 2016 we commissioned a national survey about the public's attitude to complaining. The survey asked people to think specifically about services under the Ombudsman's jurisdiction (including health care and government departments).

The survey reveals that although most people believe you should complain if you are unhappy about a service (90%), just over one third (36%) of people who are unhappy after using a public service actually make a complaint.

The research reveals some of the reasons why people who feel unhappy with a public service don't complain:

  • 30% think that complaining does not make a difference
  • 9% think it would be more hassle than it was worth
  • 12% feel it would be too time consuming
  • 6% don't know where to go to make a complaint
  • 5% don't think it will be taken seriously.

If you have any questions about the research please contact us by emailing the Research Team