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The Ombudsman's Guide to Internal Complaints Systems

5. Achieving and assessing the benefits

A public body should expect its internal complaints system to:-

• achieve a satisfactory, speedy and low-cost resolution of complaints from service users;
• provide accurate information for management on the quality of the services provided and whether the correct services are being provided and
• enable changes to be made in procedures and systems to ensure that similar complaints do not continue to arise.

Members of the public will expect that they will receive:-

• a fair hearing and a clear explanation of the outcome even if it is not favourable to them;
• an appropriate remedy where it is found that they were not treated fairly or properly and
• an assurance that other people will be spared the adverse affect which complainants may have suffered.

Remedies

The appropriate remedy should aim, in so far as this is possible, to restore the complainant to the position he or she would have been in had things not gone wrong. In many instances, a letter of apology may be sufficient. In some cases a detailed explanation of the basis for the action or decision may be needed. In other cases a change in procedures which would benefit clients generally may be appropriate. Financial compensation may sometimes be warranted in cases, for example, where specific financial losses have been incurred. If there has been a delay in the receipt of a payment, the payment of interest may arise. Where the complainant has had to spend a considerable amount of time in pursuing the matter, payment in recognition of "time and trouble" may need to be considered. Compensation for exceptional worry, distress or inconvenience caused to the complainant should also be recognised.

To avoid delay in the provision of remedies, public bodies should delegate to staff at appropriate levels the power to award redress within predetermined parameters. Front line staff, in particular, as the first point of contact with the public in service delivery and receipt of complaints, should have some discretion within specified limits to settle complaints.

Changes in procedures

Where a complaint has been resolved in favour of a complainant, the result should be noted for reference in similar cases. If a particular issue becomes a regular source of complaint, a review of the operation of the relevant scheme might be undertaken. The complaints unit should build up data on the operation of different schemes and the volume of complaints so that accurate feedback can be given. The use of computerised complaints databases should be considered. ReportsTo ensure accountability and to enable the benefits to be assessed, complaint handling units should publish reports on their activities at least on an annual basis. These reports should detail how the system performed during the year by reference to set targets. Such reports have a useful role to play in building up public confidence in the system and should be made widely available within the organisation and circulated to user groups and other interested parties.

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