Monday, 23 February 2015

We want you to complain...

Joanne Casey explains why we don't mind you moaning.

Your complaints are the life-blood of our service improvement. Getting feedback from you - whether it's positive, negative, or a suggestion for a new facility - is our best opportunity to find out more about more about what you want and identify how we can make improvements to our services.

Last year, we were accredited with the Customer Service Excellence (CSE) Award. One of the elements of CSE is a continual process of review and improvement - the award is re-assessed annually. Our assessor suggested that this year we should review our processes for accepting and dealing with complaints.

In response to this we have:
  • Created easy to find feedback pages on each of our service's web sites making it simple to submit both complaints and comments
  • Worked with our staff and provided them with updated training in complaint handling and responding to feedback
  • Revised our complaint-handling policy, and made the language more user friendly

Our aim is to to deal with complaints informally wherever possible (for example, a member of staff at the Help Desk will refer your complaint to the appropriate team) but we also have a formal process in place which you (or we) can invoke when a complaint is really serious, or when the informal process hasn't worked to your satisfaction.

Once a complaint has been resolved, we now follow it up with you to check that you're happy with how it was handled and with what we did in response. So far, we're doing well - in our first three months of checking we saw 100% satisfaction with our response to complaints!

The way that we handle your complaints links to our overall approach to you as our customers - we want to hear your views, and we always encourage you to get in touch, whatever your concern.

Find out how you can complain (if you need to) or simply pass on your feedback:
Read about our responses to recent feedback:

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