Keyword

Complaint

A complaint is an expression of dissatisfaction, however made, about the standard of service, the actions or the lack of action, by the service, or a person or body acting on behalf of that service which affects one or more service users.

Expressions of dissatisfaction are to be considered a complaint where immediate resolution has not been possible and the service user remains dissatisfied following any initial attempt to address the dissatisfaction, and the complainant has an expectation of a specific response.