A presentation and interactive workshop at Autscape 2009 by Yo

1 of 14© Yo 2009

Using complaints to improve Using complaints to improve servicesservices

StructurePart 1

1. Types of complaint

2. Do complaints really achieve anything?

3. Whether to complain

4. How to complain

a) 3 steps to making a complaint

b) Writing a good complaint letter

Part 2

Your experiences and using these techniques to make your future complaints more effective

2 of 14

1. Types of complaintSomething bad

happenedYour service doesn’t meet my

needs

I can’t get the support I need

Your rules are unfair

Part 1

3 of 14

2. Do complaints really achieve anything?

“When handled well, complaints provide an opportunity for public bodies to improve their

service and reputation.”(Parliamentary and Health Service Ombudsman, 2009)

http://www.ombudsman.org.uk/improving_services/principles/complaint_handling/principles_good_complaint_handling.html

Part 1

4 of 14

2. Do complaints really achieve anything?

• The ‘Ransom Note’ campaign

• An X-ray Story

Part 1

5 of 14

• Lack of care

3. Whether to complain

• What’s the rule?

• Informal resolution?

• Stress vs Benefit

Part 1

6 of 14

3. Whether to complainStart

Identify rule?

Yes No

Get support from friends to deal with

your feelings but it’s probably not worth

pursuing a complaint.

Informal resolution

help?

Yes No

No need to pursue complaint

If I complain, which will be greater: stress

or benefits?

Benefits Stress

Make a formal complaint

Part 1

7 of 14

4. How to complain

a) 3 Steps to making a complaint

b) Writing a good complaint letter

Part 1

8 of 14

4 (a) 3 Steps to making a complaint

Step 1: Get help if you need it

Part 1

9 of 14

4 (a) 3 Steps to making a complaint

Step 2: Identify the appropriate complaints process

Part 1

10 of 14

4 (a) 3 Steps to making a complaint

Step 3: Follow the complaints process

Part 1

11 of 14

4 (b) Writing a good complaint letter

1. An actual letter

2. A specific person

3. Which stage of what complaints process

4. Explain the facts

5. Specify the rule

Part 1

12 of 14

4 (b) Writing a good complaint letter

6. Include specific details

7. Be positive and respectful

8. Give them an ‘out’

9. Say what you want them to do

10.Be realistic

Part 1

13 of 14

PART 2

Your experiences and using these techniques to make your future complaints more effective.

14 of 14Your turn