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These short videos explain why good complaints handling is important and provide helpful guidance to those investigating complaints.

Our Model Complaints Handling Procedures provide guidance to staff on how they should investigate complaints.

Best Practice Guidance on Learning from Complaints – this document is the first to be launched in a series of guides to support improvement in complaint handling standards across public services, alongside the introduction of a standardised and simplified complaints handling approach. Further guides are coming soon.

Read about the research and consultation we carried out to help us create the new complaints handling procedures.

This section contains our Strategic Plan, some of our policies and procedures, and the minutes of our senior management meetings.