Complaint Handling

Verita are leading UK independent consultants who believe in improvement through objective investigation.

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We provide complaint handling for the NHS, education, charities and the public and private sectors.

Complaint handling is a key reputational issue for many organisations. This is truer today than ever before, with complaints coming through multiple channels and organisations open to intense scrutiny.

It takes a great deal of time, effort and skill to handle complaints well, which can lead to a significant drain on an organisation’s resources.

NHS, education, charity and private sector complaints have increased substantially over the last decade as a direct consequence of an increasing attitude of open dialogue and consumer empowerment. We work with many organisations, providing support in terms of complaint handling policies, processes and procedures.

It is often questionable as to whether the best strategy should be to tie up internal resources for a long period of time with such sensitive matters, especially when dispute resolutions can often backfire. The growth of social media means that organisations have to tread ever more carefully when it comes to matters such as this. It can often make sense to recruit an independent specialist to manage the complaints handling process on your behalf.

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complaint handling

Our experience in complaints handling and training

Verita are experienced in dealing with all areas of complaints. We assist our clients in navigating them through what can be a difficult process in order to reach an acceptable remedy for both parties.

We also advise on improving processes and procedures, and our extensive investigative experience allows us to get to the bottom of the most difficult cases.

A strong quality assurance process has given us a reputation for robustness and independence, and we have helped various organisations – including the NHS, the British Council, the GMC and the Arts Council – with their complaints management challenges. We place a significant emphasis on helping and supporting our clients, providing them with the skills and knowledge they need to reduce their future need for external resources, and to systematically improve their own processes and front-line services.


  • In-depth investigation of complex cases
  • Quality assurance of previous complaints handling
  • Ad hoc crisis management


  • Systematic evaluation of current complaints process
  • Benchmarking performance against key indicators
  • Analysis demonstrating where improvements can be made


  • Taking on complaints handling on your behalf
  • Clearing a backlog of complaints
  • Providing an independent complaints review service


  • Demonstrating how to streamline complaints processes
  • Showing staff how to implement improved processes
  • Support in using complaints to drive improvement

Verita provide a complaints handling training course for organisations, where we will come to your offices to conduct the training.

If you would like to discuss your complaints handling challenges and find out more about how Verita could assist your organisation, please contact Verita founder Ed Marsden at [email protected]

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If you would love to read more about the work that Verita has done in relation to Complaint Handling, please click on the additional articles below:

Developing an open and fair culture within the NHS

Insights on engaging with families after incidents

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