A presentation and interactive workshop at Autscape 2009 by Yo
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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
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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
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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
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2. Do complaints really achieve anything?
• The ‘Ransom Note’ campaign
• An X-ray Story
Part 1
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• Lack of care
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
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4. How to complain
a) 3 Steps to making a complaint
b) Writing a good complaint letter
Part 1
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4 (a) 3 Steps to making a complaint
Step 2: Identify the appropriate complaints process
Part 1
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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
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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
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