1.  Definition of a service request and complaint

1.1  Effective complaint handling enables individuals to be heard and understood. The starting point for this is a shared understanding of what constitutes a service request and what constitutes a complaint. In most cases organisations should be able to put things right through normal service delivery processes.

1.2  A service request may be defined as:

“a request that the organisation provides or improves a service, fixes a problem or reconsiders a decision”.

1.3  This provides organisations with opportunities to resolve matters to an individual’s satisfaction before they become a complaint.

1.4  A complaint may be defined as:

‘an expression of dissatisfaction, however made, about the standard of service, actions or lack of action by the organisation, its own staff, or those acting on its behalf, affecting an individual or group of individuals.’

1.5  An individual should not have to use the word ‘complaint’ for it to be treated as such. A complaint that is submitted via a third party or representative should still be handled in line with the organisation’s complaints policy.

1.6  Organisations should recognise the difference between a service request and a complaint. This should be set out in their complaints policy. 

1.7  Service requests are not complaints but may contain expressions of dissatisfaction. Organisations should have the opportunity to deal with a service request before a complaint is made. A complaint may be raised when the individual expresses dissatisfaction with the response to their service request, even if the handling of the service request remains ongoing. An organisation should not stop its efforts to address the service request if the individual complains.

1.8  Service requests should be recorded, monitored and reviewed regularly.