House of Commons - More complaints please! - Public Administration Committee

Public Administration Committee - Twelfth Report
More complaints please!

Here you can browse the report together with the Proceedings of the Committee. The published report was ordered by the House of Commons to be printed 26 March 2014.

Contents

Terms of Reference

Summary

1 Introduction

The changing nature of complaints and complaints handling

Our inquiry

2 Principles of good complaints handling

What does good complaints handling look like?

Consequence of poor complaints handling: " silent sufferers"

How well are departments handling complaints?

Learning from complaints

Still some way to go

3 Valuing complaints

The importance of leadership

The impact of leadership on attitudes and behaviour

Openness, and sharing learning

4 Ministerial correspondence

5 Complaints processes: keep it simple

'Feedback', 'review', 'complaint', or 'appeal'?

Simplifying the complaints process

Supporting a complainant

6 Conclusion

Conclusions and recommendations

Formal Minutes

Witnesses

Published written evidence

List of Reports from the Committee during the current Parliament