What if you do not meet your standards?
5.1
You should explain what will happen if you do not meet the standards in your charter. Will
your users get an apology, can they appeal, or get compensation? If compensation is
available, say how users can get it. Explain who people should complain to if you do not
meet the standards, and what can be done to put their complaint right. Ask people to say
what remedy they want as a result of their complaint. You also need to report regularly
and publicise what action you have taken in response to any complaints. And you should
report each year on the amount of compensation paid.
Welcome comments and complaints
5.2
Your charter should say that you welcome comments and complaints as valuable feedback,
that all will be investigated fairly, and that you will learn lessons from them. Take care
to avoid using any language that could be misconstrued as threatening or off-putting.
A clear complaints procedure
5.3
You must include a clear complaints procedure, set out in stages, with named points of
contact and contact details. Tell people how long each stage will take and that they will
be kept informed of progress. Ensure confidentiality. You should give enough information
to enable people to use the procedure without needing to refer to another document.
5.4
Explain the role of your organisation's chief executive (or equivalent) in your complaints
procedure - remember it is Government policy that agency chief executives should take
personal responsibility for their agency's complaints procedure and be available as the
final point of arbitration within the organisation. (This should be set out in the
agency's framework document.)
Independent review
5.5
You should also explain how to take an unresolved complaint to the relevant ombudsman (for
example through an MP to the Parliamentary Ombudsman) or other form of independent review,
and you should provide their contact address and phone number. Make clear that complaints
on policy issues (for example on eligibility for benefit or the amount payable) should be
directed through MPs or ministers.
Learn the lessons
5.6
Complaints are a good source of information on how your organisation is performing. Keep a
record of all complaints and the issues raised. Regularly report this information to
senior managers, and act on it to improve services. Tell users what action you have taken.
5.7
The Cabinet Office guide on complaints handling. 'How to deal with complaints' gives you
further information on how to set up good complaints procedures. Copies are available from
the publications line on 0845 722 32 42.
