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Part 2
Arrangements for reviewing complaints
 

 

  

Introduction
This part of our guide is intended to:

help public services that have a direct link with the public to decide whether to set up arrangements for reviewing complaints; and

suggest ways of setting up arrangements that are independent and effective.

You should judge whether to set up a complaints review system based on the number and type of complaints you have not sorted out and your resources. If you decide to set up a system, what is most suitable will depend on:

the size and scope of your service;

your relationship with your users; and

any existing arrangements for reviewing complaints internally or externally.

Some public services (such as local authority social services) already have legal review procedures in place.

This guidance does not affect the scope or powers of the Parliamentary Commissioner for Administration, the Health Service Commissioner or the Local Government Ombudsmen. A user's right to consult these ombudsmen is set out in law. But ombudsmen normally expect a complaint to have been investigated locally, before they take up the case.

This guide covers review arrangements for complaints about maladministration and failures to meet service aims and targets. It does not cover formal appeals about decisions based on legal requirements or complaints about policy. And it does not apply to complaints about the Code of Practice on Access to Government Information. If you are planning to set up review procedures for openness, you should consult the Code of Practice on Access to Government Information Guidance on Interpretation Second Edition (1997) (available from our publications line on 0845 722 32 42). If you have any questions about the Code, you should contact the Freedom of Information Unit  in the Home Office on 020 7273 3602, or email foi.ho@gtnet.gov.uk

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