Join our next Scrutiny
We run Scrutiny Panels twice a year - so why not join us for our next deep dive? Let us know that you'd like to get involved and we'll contact you for our next one.
Scrutiny - Complaints
During Autumn 2025 Scrutiny our panel took a deep dive into our Complaints Handling service, and made recommendations on how we can improve.
Complaints - your recommendations
The Scrutiny Panel comprised 13 customers, made up of nine existing Challenge Group members and four new to Scrutiny.
The Panel made fifteen recommendations, and here are a few examples:
- Include the complaint reference number clearly at the top of the complaint's acknowledgement and response letters.
- Include in the complaint infographic (sent to customers with a complaints response letter to explain the complaints process), that a customer does not need to say the word ‘complaint,’ for a complaint to be made, only to show dissatisfaction.
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Include in the complaint infographic how customers can find out what stage they are at in the complaints process.
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Let customers know whether their concerns have been logged as a complaint, and to provide the customer with a complaint reference number.
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Communicate to customers why the Trust needs to rearrange a job or an appointment.