Our five-year strategy marks an exciting new chapter for our organisation. Built around three priorities - driving public service improvement, improving the user experience, and raising awareness and trust - the strategy sets out how we will take a more active role in using complaints data and evidence to identify risks, prevent harm and strengthen accountability across the NHS and government.
We are committed to delivering fair outcomes for individuals while also driving the systemic change that will make public services work better for everyone.
- Download our strategy for 2026 to 2031 [PDF 25MB]
- Download an Easy Read version of our strategy [PDF 5MB]