Handling complaints
Complaints can feel negative, but they give you the chance to learn and improve. You can also put things right for the person that has made the complaint. A clear complaints procedure will:
- give your board information about concerns, so they can suggest improvements and stop problems growing
- show external regulators that your organisation has acted appropriately
- show your organisation is transparent and accountable, and responsive to stakeholders
- help your organisation develop. Complaints give valuable information on the quality of your services and unmet needs.
You should record any complaints carefully, and report regularly to the board - you may wish to highlight any common themes, particular services or issues that complaints are made about. You should also record the outcome and keep any relevant documents in case the person who has complained wants to appeal.
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