UK Central Government Complaint Standards Easy Read

1. Learning from complaints

Complaints help organisations to learn more about the experiences of people who use their services.

What we want to happen:

  • organisations will understand that complaints are helpful. Complaints can help organisations to work in a better way

  • senior leaders will make sure that things they learn from complaints make a difference.
  • For example, by writing a plan for how to make their services better.

  • people who investigate complaints will get good training and support.

Investigate means:

  • looking closely at what has happened and talking to people involved

  • looking at the facts

  • asking people who have been involved in complaints what it was like