9. Scrutiny & oversight: continuous learning and improvement

9.1  Organisations should look beyond the circumstances of the individual complaint and consider whether service improvements can be made as a result of any learning from the complaint.

9.2  A positive complaint handling culture is important to the effectiveness with which organisations resolve disputes. Organisations should use complaints as a source of intelligence to identify issues and introduce positive changes in service delivery.

9.3  Accountability and transparency are also integral to a positive organisational culture. Organisations should report back on wider learning and improvements from complaints to stakeholders, such as citizens’ panels, staff and relevant committees.

9.4  The organisation should appoint a suitably senior person to oversee its complaint handling performance. This person should assess any themes or trends to identify potential systemic issues, serious risks, or policies and procedures that require revision.

9.5  In addition to this organisations should assign lead responsibility for complaints in  governance arrangements to support a positive complaint handling culture. We refer to this as  the ‘Member Responsible for Complaints”’(the Member). This role could be carried out by an individual or committee depending on the governance arrangements in place.

9.6  The Member should receive regular information on complaints that provides insight on the organisation’s complaint handling performance. The Member should have access to suitable information and staff to perform this role and report on their findings.

9.7  As a minimum, the Member should receive:

• regular updates on the volume, categories, and outcomes of complaints, alongside complaint handling performance
• regular reviews of issues and trends arising from complaint handling; and
• the annual complaints performance and service improvement report.

9.8  Organisations should have a standard objective in relation to complaint handling for all relevant employees or third parties that reflects the need to:

• have a collaborative and co-operative approach towards resolving complaints, working with colleagues across teams and departments;
• take collective responsibility for any shortfalls identified through complaints, rather than blaming others; and
• act within the professional standards for engaging with complaints as set by any relevant professional body.