Carol Brennan questioned on Complaints: do they make a difference?

30 May 2013

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?

Further information

Image: iStockphoto

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