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 | How to make a complaint - guidance on how to make complaints
and suggestions to public services.
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Complaints procedures - This page
contains links to complaints procedures that are available on major
government department and agency Internet sites .
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| Ombudsmen, Adjudicators and
other complaints bodies - The Ombudsmen exist to deal with
complaints from ordinary citizens about certain public bodies or
private sector services. In most schemes - though not all - the
Ombudsman cannot intervene simply because the complainant does not
like a decision. Usually the Ombudsman's job is to consider whether
something has been badly or unfairly handled. Examples are
unreasonable delay, neglect, inaction, inefficiency, failure to follow
policy or proper procedures, unfair discrimination, discourtesy,
inconsistency, mistakes of law and giving inaccurate information or
advice. In some schemes the Ombudsman provides an alternative to
action through the courts.
A directory of the Ombudsmen who are members of the British and Irish
Ombudsmen Association can be found at www.bioa.org.uk
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| How to deal with complaints - a best practice guide. All
organisations want to provide good services. But sometimes things go
wrong. How you handle people and their complaints, and how you learn
from the experience, says a lot about your organisation. This guide
sets out a framework for handling complaints properly and gives
examples of good practice from public services.
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| How To
Complain Web Guide - a comprehensive website outlining
consumers rights, offering advice and guidance for complaining about
any issue and a discussion forum for topical issues. (External
link) |
For enquiries about how to handle complaints, please contact
Paula Andrew (Tel: 020 7276 1766, Email: paula.andrew@cabinet-office.x.gsi.gov.uk)
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