Complaints handling principles approved by the Assembly

The six principles set out the basic approach public bodies should take when dealing with complaints from members of the public.  They are:

• Start off right
• Fix it early
• Focus on what matters
• Be fair
• Be honest
• Learn and improve

In the coming weeks we will announce the first sector we will be working with to create complaints handling procedures for all bodies in that sector.

We aim to help all public bodies create a culture in which complaints are dealt with quickly and effectively.