1. A presentation and interactive workshop at Autscape 2009 by Yo 1 of 14 © Yo 2009 Using complaints to improve services

2. Structure Part 1 1.Types of complaint 2.Do complaints really achieve anything? 3.Whether to complain 4.How to complain a)3 steps to making a complaint b)Writing a good complaint letter Part 2 Your experiences and using these techniques to make your future complaints more effective 2 of 14

3. 1. Types of complaint Something bad happened Your service doesn’t meet my needs I can’t get the support I need Your rules are unfair Part 1 3 of 14

4. 2. Do complaints really achieve anything? “When handled well, complaints provide an opportunity for public bodies to improve their service and reputation.” (Parliamentary and Health Service Ombudsman, 2009) http://www.ombudsman.org.uk/improving_services/principles/complaint_handling/principles_good_complain t_handling.html http://www.ombudsman.org.uk/improving_services/principles/complaint_handling/principles_good_complain t_handling.html Part 1 4 of 14

5. 2. Do complaints really achieve anything? The ‘Ransom Note’ campaign An X-ray Story Part 1 5 of 14 Lack of care

6. 3. Whether to complain What’s the rule? Informal resolution? Stress vs Benefit Part 1 6 of 14

7. 3. Whether to complain Start Identify rule? YesNo Get support from friends to deal with your feelings but it’s probably not worth pursuing a complaint. Informal resolution help? YesNo No need to pursue complaint If I complain, which will be greater: stress or benefits? BenefitsStress Make a formal complaint Part 1 7 of 14

8. 4. How to complain a)3 Steps to making a complaint b)Writing a good complaint letter Part 1 8 of 14

9. 4 (a) 3 Steps to making a complaint Step 1: Get help if you need it Part 1 9 of 14

10. 4 (a) 3 Steps to making a complaint Step 2: Identify the appropriate complaints process Part 1 10 of 14

11. 4 (a) 3 Steps to making a complaint Step 3: Follow the complaints process Part 1 11 of 14

12. 4 (b) Writing a good complaint letter 1.An actual letter 2.A specific person 3.Which stage of what complaints process 4.Explain the facts 5.Specify the rule Part 1 12 of 14

13. 4 (b) Writing a good complaint letter 6.Include specific details 7.Be positive and respectful 8.Give them an ‘out’ 9.Say what you want them to do 10.Be realistic Part 1 13 of 14

14. PART 2 Your experiences and using these techniques to make your future complaints more effective. 14 of 14 Your turn