This is the first session of PASC’s inquiry into complaints handling. It aims to set the background for future sessions and to cover the elements of good complaints handling; barriers that prevent individuals from making complaints; and how the Government compares against other sectors in how well it handles complaints.
Particular issues to be explored may include:
The reasons for an increase in complaints across sectors and why some people who experience problems do not complain;
- The importance of leadership and accountability in complaints handling;
- How complaints can be used to drive innovation and service improvement.
At 9.30am, Tuesday 4 June 2013, Committee Room 16, Palace of Westminster
- Carol Brennan, Director, Consumer Insight Centre, Queen Margaret University, Edinburgh
- Jo Causon, Chief Executive, Institute of Customer Service
- Richard Simmons, Senior Lecturer in Social Policy, University of Stirling
- Richard Lloyd, Executive Director, Which?