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.
Complaints are early warning signs. Learn why low complaint numbers can hide deeper issues, and how organisations can use complaints data to improve services and build trust.
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....