Complaint Handling

This page discusses how to assess your complaint handling process internally and the importance of a survey of complainants and what that will get you

Internal Assessment

We have developed the Moore Adamson Craig Partnership template for decent complaint handling. We use it in discussions with complaint handlers and as a basis for auditing their departments. It has to be adapted to the needs of particular clients in the light of the volumes and types of complaints they see and the resources they have to tackle them.

You can assess yourself using the blank template below which we thoughtfully provide or get us to give you a hand.

It won’t break the bank and it may well cost you less than the cost of a fully escalated complaint which we have estimated at just under £20,000.

Complainant Survey

The internal work is only part of the job – you need a complainants’ survey and we know how to do that. Take a look at the summary of a complainant survey we did for a London Foundation Hospital. ‘Dissatisfaction research’ is something that many people are nervous of but looking at what made people complain, how they felt they were treated and what they thought of the outcome is information you can only get from complainants themselves. You can see a summary of our findings and observations in our article entitled Complaint Handling: ‘My Anger Propelled Me’.

The M-A-C Offer

We will design, field and analyse/report on the experience of your users, customer and patients if they have a complaint.

Timings and costs depend on such things as whether you have email addresses for people, the size of the sample and whether you want to run focus groups as well as the larger questionnaire-based survey. We will be happy to provide you with a quotation on demand.

The findings will help you:

  • understand what disappoints your customers not just most frequently but most deeply
  • develop a means of recognising and managing the emotions of complainants
  • create a basis for action-based reporting for quality improvement
  • measure and manage risk to reputation and of regulatory intervention