Prepared by the Analytics Insight and Research Team Awareness Survey 2016: What do the general public think about complaining? Prepared by the Analytics Insight and Research Team

Approach 4,303 members of the public participated Survey conducted annually Representative UK online survey 4,303 members of the public participated Conducted on 6th April 2016 over four days Undertaken & analysed by expert research firm, YouGov How we do the survey – next slide is why we do the survey

Public perceptions on the right to complain The vast majority of the public agree that they have a right to complain about poor public service and think that people should complain 92% Agree that people have a right to complain about a public service if they are unhappy with it 90% Agree that people should complain about public services if they are unhappy with the service they receive These figures are comparable to last year (92%; 90%; and 34% respectively) However, just 36% of those who have experienced poor service in the past 12 months went on to complain

Unhappy with public services but not complaining 4,263 respondents Of which 3,379 had contact with public services = 79% Of which 926 people were unhappy with their interaction = 27% Of which 317 people went onto complain = 34% 4,303 respondents Of which 3,544 had contact with public services = 82% Of which 1,081 people were unhappy with their interaction = 31% Of which 388 people went onto complain = 36% 2015 2016 +3%  +4%  +2% Despite knowing that they can complain, and despite feeling that people should complain when experiencing poor service, the majority of people do not complain. This remained the same in 2015 and 2016.

Barriers preventing complaining 1 30% felt it would be pointless and make no difference 9% thought it would be more hassle than it was worth 12% felt it would be too time consuming 6% didn’t know where to go to complain 5% didn’t think it would be taken seriously 2 3 4 The findings from 2015 were: 29% think that complaining does not make a difference 14% think it would be more hassle than it was worth 9% feel it would be too time consuming 7% don't know where to go to make a complaint 6% don't think it will be taken seriously. 5

Conclusion If you have any further questions about this research please email the Research Team Thank you