Complaints provide a ‘vital’ opportunity to improve public services and should not be ignored, according to a national watchdog.
Warning that problems with public services can have a ‘devastating’ affect on individuals, the Parliamentary and Health Service Ombudsman said positive complaint handling must now be ‘embedded’ into organisations.
Research from the Institute of Customer Service found that customers think national public services are – on average – delivering a relatively low level of service when compared to other experiences elsewhere in the economy.
The select committee’s report on their More complaints please! inquiry has now concluded there is ‘much more to be done’ in public sector complaint handling.
Parliamentary and Health Service Ombudsman, Julie Mellor, said: ‘Good complaint handling has to start from the top, and strong leaders will recognise the valuable opportunities complaints provide to really improve the service they are delivering and increase customer satisfaction.
‘We look forward to working with the Cabinet Office and hope their review into government complaints systems will explore with departments how boards can use the experience of complainants to make improvements across public services.’
Welcoming the report, Local Government Ombudsman, Dr Jane Martin, said: ‘In my evidence to the committee I highlighted that complaints should be seen as a valuable opportunity to get direct feedback from the service user and used to drive improvements.
‘We welcome and support any changes that will ensure that the complaints system delivers a better service for the public, better value for money and better local and parliamentary accountability.’