Discover 6 essential questions to ask at the start of a complaint to improve outcomes, reduce escalation, and strengthen decision-making.
Many organisations lose escalated complaints not because they lack policies, but because their policies are not applied consistently. Here’s how governance and decision checklists can reduce risk.
Yesterday, I supported a Local Authority with some advice on best-practice complaints handling. The complaint itself was complex, sensitive and had been running for almost two years. Multiple decisions....