How to Turn Public Sector Complaints into Service Improvements

Tue 16 October 2018

The Caledonian Club 9 Halkin St London SW1X 7DR

Answers to 15 Thorny Questions: Directly from 8 of the UK's Most Sought After Complaints and Customer Service Luminaries

5hrs CPD

£249 + VAT

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  1. Registration and coffee

  2. Chair's Introduction

    How to Handle Complaints from Persistent and Complicated Service Users

    Chaired by: Mike Bird

    Mike blends public and private sector complaints-handling experience. He is a former Director of Investigations for the PHSO and Customer Service Director for BT.

  3. Realistic targets

    Cutting through all the noise, what counts when it comes to the expenditure of your energy and resources, creating realistic targets on a limited budget?

    Answered by: Jo Causon of The Institute of Customer Service

    Jo gave evidence to the Public Administration Select Committee inquiry into UK complaints handling. She advises public, private and voluntary sector orgs on policy and process.

  4. Blame culture

    What are the options for getting buy-in from colleagues, i.e. challenging defensiveness and blame culture, effectively learning from complaints and implementing change?

    Answered by: Andrew McMillan

    Andrew is a former John Lewis Director, actively advising local government and the NHS on service design. He won major awards from Which?, Verdict and Retail Week.

  5. Morning coffee

  6. 3rd party complaints

    What are the golden rules of managing multi-channel complaints, or those about services being provided through a contract with a third party?

    Answered by: Iain Rowan of the University of Sunderland

    Iain is a specialist writer for the Quality Code on student complaints and appeals and Secretary to ARC’s Practitioner Group on Student Complaints and Appeals.

  7. Compensation

    What are the pros and cons of "goodwill gestures" or compensation when something has gone wrong, as proactive ways of saving time and heading off escalation?

    Answered by: Andy Gent

    Andy is renowned nationally for his expertise in complaints investigations. He spent 15 years in Police Professional Standards and 5 as Case Director for the Pensions Regulator.

  8. Over-run

  9. Lunch

  10. Expectations

    Drawing on live projects, how do you give your service users a realistic idea - but not negative, defensive or dismissive - of what is, and is not, reasonable and proportionate?

    Answerd by: Andrew McMillan

    Andrew's second talk. He is our best rated speaker ever.

  11. Mental health

    How does an ombudsman expect you to recognise and differentiate when complaints from people with mental health conditions often present as vexatious?

    Answered by: Nick Bennett, Public Services Ombudsman for Wales

    Nick investigates all public service complaints in Wales, including NHS, local government and housing. His aim is to improve public service delivery and inform policy.

  12. Over-run

  13. Close of conference