Tóm tắt
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,
complainants were satisfied with the way in which their complaints were
handled.
