Welcome to our website. We are a team of researchers and former practitioners committed to improving the functioning of complaint handling systems. We aim to do so by carrying out research that provides an evidence base for practice and working collaboratively with practitioners and policymakers to identify best practice. Please use the tabs above to find out more about our work and sign up to the blog below!

Grateful thanks to the Economic and Social Research Council Impact Acceleration Account at the University of Glasgow for funding this website.

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Health complaints: learning from ombudsman investigations in practice

Our third guest blogger is Dr Gavin McBurnie. Gavin is an Honorary Research Fellow at Queen Margaret University and a former Director at the Parliamentary and Health Service Ombudsman. Gavin previously qualified as a GP and has also held various Director roles in the National Health Service in England and Scotland. He recently completed a … Continue reading Health complaints: learning from ombudsman investigations in practice

Being Complained About: Putting Research into Practice

As well as providing the findings of research which provides an evidence base for complaint resolution practice, this website aims to work collaboratively with practitioners, policymakers, and researchers to identify best practice. This includes inviting guest blogs so that views and opinions can be aired and shared. We are pleased to post a guest blog … Continue reading Being Complained About: Putting Research into Practice

More than a moan? Complaints, whistleblowing, and the ongoing need for independent complaint handling in social care

As well as providing the findings of research which provides an evidence base for complaint resolution practice, this website aims to work collaboratively with practitioners, policymakers, and researchers to identify best practice. This includes inviting guest blogs so that views and opinions can be aired and shared. We are pleased to post our first guest … Continue reading More than a moan? Complaints, whistleblowing, and the ongoing need for independent complaint handling in social care