Accessibility To satisfy complainants, and for management information from complaints to be available, it must be as easy as possible for them to make their views known. This should include attempts to recognise the needs of vulnerable groups such as children, people with mental health problems, and people with learning difficulties. Procedures should be well-publicised and understandable to all. Once a complaint is made, both complainant and respondent should be able to expect the matter to be considered impartially. This means that procedures should ensure that different points of view are listened to and investigated without prejudice, and that support should be available to both parties involved.
Complainants are more likely to accept outcomes if they feel they have been treated fairly.
A simple complaints procedure is desirable. It is likely to be more accessible for complainants and easier to use by those operating it. Speed Complaints procedures should ensure that complaints receive as fast a response as is possible without jeopardising other principles. This can help to prevent dissatisfaction growing into further complaints arising about delays. Confidentiality Complaints systems should encourage people to complain without fear that their current or future care will be compromised.