Strategic Complaints Management

Experience of complaints management – as our corporate CV sets out, we have extensive high-level experience of the independent review of complaints and of testing processes and making recommendations for improvement. Verita is a trusted partner in this field across government, regulated organisations and the private sector.

In our complaints handling work we are used to working with a wide variety of complainants. Making them feel that they have been listened to is a key part of the process and essential if it is to have any value – it is not possible to guarantee a finding that is acceptable to the complainant, but essential to make them feel that they have had a fair hearing.

Proven ability to communicate clearly with a diverse range of people – it is an essential part of a fair complaints process that all those involved feel that they are able to have their voice heard, whatever their background. Within the health sector we have dealt with a full range of cases, some of which involve people with learning disabilities.

In other cases we have dealt with issues relating to discrimination – whether relating to race, sex or sexual orientation. We have a long record of making people feel that we understand what they are saying and will give them a ‘fair hearing’.

Proven leadership and management skills, and experience of reporting at Board level – Verita’s reports often deal with the most sensitive and important issues. We frequently have to make difficult decisions on the interpretation and analysis of evidence and subsequently present the outputs at the highest level – whether to Boards, regulators or government departments. We manage our projects carefully to ensure that they meet the requirements of clients as to issues such as timeliness and budget.

Strong analytical, critical reasoning and judgement skills – much of our complaints handling work deals with complex issues. We have a track record of weighing the most complex evidence to pull out the key issue and make reasoned judgements. 

Proven strong interpersonal, ambassadorial, and negotiating skills – complaints can provoke a lot of emotions, whether in the person complaining or in the organisation being complained about. We have a great deal of experience of working with people in difficult circumstances to enable them to tell their story and feel that they have been heard.

The outcomes of our work often deliver a result that differs from what they wanted. Being able to persuade those involved nonetheless is something we take particular pride in.

In many of our cases we act as the liaison between the employer and member of staff. Where possible we mediate and resolve issues.

In cases we carry out for the British Council and lottery funded organisations we mediate between the public body and the complainant to achieve a mutually acceptable conclusion, where possible.

Demonstrable commitment to promoting equality, diversity and inclusion – fairness lies at the heart of a complaints process. That means giving all parties the opportunity to put their case. For all kinds of reasons people may need support in order to do that.

Our track record demonstrates ability to do that. We believe that this is also a benefit of team working – no two people have the same life experience, so the challenge of colleagues can help to ensure that the process is fully inclusive.

Knowledge of the wider Ombudsman landscape and the regulatory framework – in our work for lottery providers we stand as an intermediary level of appeal between internal mechanisms and the Parliamentary & Health Service Ombudsman.

If the complainant is unhappy with our findings they retain the right to appeal to that Ombudsman and a number of our reports have been subject to that review. We therefore strive to ensure that our work meets their standards. Over the 10 years we have carried out this service, we have never been criticised by the Ombudsman.