Call recording pilot

From Wednesday 17 August 2022 we are piloting call recording and calls to and from our 0800 complaints number and Assessment & Guidance team may be recorded. There is more detail about why we are recording calls and the purposes for which we may use them in our call recording privacy notice (Word, 15KB).  If you wish to contact us through another route please use our contact form.

For organisations

Handled well, complaints provide a low cost and important source of feedback and learning for organisations to help drive improvement and restore a positive relationship with customers who feel let down by poor service. Handled badly, they erode public confidence and trust in public services.

Adopting good practice in complaints handling has real benefits.  That's why we are supporting public service organisations in improving their complaints handling practices by providing guidance, resources and training.

Updated: October 23, 2020