Dealing with complaints--are we doing well?

Investigates the views of complainants and how they felt that their complaints had been handled. Complainants from a three-month period were sent a nine-question questionnaire to which the response rate was 52.3 per cent. Shows that, on the whole, complaint-response times were being met; the complaints system was seen as user friendly; and overall, complaints were satisfied with the way in which their complaints were handled.