Kieran Seale

Kieran Seale is committed to delivering a safe and high-quality service for each of our clients at Verita Consultancy Limited.

Handling complaints – food for thought from the Ombudsman

It is hard to say interesting things about complaints management, but the Local Government & Social Care Ombudsman’s recent guidance ‘Effective Complaints Handling for Local Authorities’ does a good job.  For anyone involved in complaints handling – or just in learning from customers – it is well worth a read. In the best organisations, complaints …

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Bullying and harassment – an epidemic without a vaccine

With a colleague, I have been doing some work looking at all the allegations of bullying and harassment that have been in the press. I am beginning to feel a little overwhelmed. It seems that almost everywhere you look there appear to be allegations of bullying – charities, lawyers, accountants – even a senior diversity and …

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stop bullying and harassment at work

Bullying and harassment-the silent epidemic in your workplace?

By now, everyone knows about Covid-19 and how it’s affecting working life.  But is there evidence that another, more stealthy, epidemic is taking root in UK workplaces?  Barely a day goes by without another media story about bullying and harassment at work.  Most of our institutions are showing the symptoms.  The House of Commons, the …

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Effective Complaints Handling & Management - Positive Thing?

Verita’s top five tips: how to see complaints as positive feedback

Effective complaints handling Verita are experienced in dealing with all areas of complaint management. We understand that although complaints can seem negative, they are actually a good thing. Here are five tips to view complaint handling as a positive form of feedback.    1. View complaints as a source of good data At this point in …

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Complaints – the people element

Complaints – the people element

Complaints I strongly recommend a podcast on the London School of Economics website if you are interested in complaints – or just in how organisations can be improved.  The podcast is called “Learning from complaints: the benefits to organisations of listening to uncomfortable truths” and features two academics Dr Alex Gillespie and Dr Tom Reader.  You …

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The benefits of good information governance

The benefits of good information governance

Information governance Information governance is … … no – please don’t stop reading, this is more interesting than it sounds! Somehow, with information governance we have managed to take what is essentially a simple subject and make it incredibly complicated – and boring! (the rather dull conjunction of the words “information” and “governance” doesn’t help). …

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New figures show half of all complaints badly handled

New figures show half of all complaints badly handled Over half of all customer complaints received by organisations are not managed properly, according to new figures released today by Verita, a leading independent investigation consultancy. The figures, received from over 1,000 respondents in a Twitter poll in March showed organisations were failing to address complaints …

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Verita is an independent team providing investigations consultancy work with organisations in a variety of sectors throughout the UK

NHS reorganisations – why do they keep happening?

NHS organisations Everybody hates re-organisations in the NHS, don’t they?  The public, people who work in the NHS and of course, the politicians – everyone is agreed that we should stop fiddling with structures and concentrate on performance.  Hence the Conservatives going into the last election committed to there being no top-down re-organisation of the …

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