Taking Complaints Seriously: The Role of Informality in Complaints About Public Services

Research output: Contribution to journalArticlepeer-review

Abstract

Recent discussion in the UK has focused on proportionate dispute resolution to deal with people's problems with public services. Complaints procedures, which are seen to be user-friendly and informal, have been held up as good examples of proportionate dispute resolution mechanisms. Most complaints procedures include an informal first stage where, it is argued, most complaints should be resolved but there is little research evidence about what happens at this stage. This article looks at the informal stage of complaints procedures from the perspective of social care service users and considers some of the issues raised by informality.
Original languageEnglish
Pages (from-to)483-493
JournalSocial Policy and Society
Volume10
Issue number4
DOIs
Publication statusPublished - Oct 2011

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