Local complaints management

It is good practice to have a complaints policy which outlines how your organisation goes about resolving complaints. A clear complaints process for managing complaints which service users can access and understand makes it easier to make a complaint and provides reassurance that concerns will be taken seriously.

If you need assistance developing a complaints handling policy, the Commission’s Guide to Complaints Resolution PDF (1.6 MB) may be helpful, and Commission staff are available for complaints handling training and advice.