CONSUMER COMPLAINTS IN PUBLIC SECTOR SERVICES |
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| Authors: | MARY SENEVIRATNE SARAH CRACKNELL |
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| Affiliation: | Mary Seneviratne is a Research Fellow at the Centre for Criminological and Socio-Legal Studies, University of Sheffield and Senior Lecturer in Law at Sheffield City Polytechnic.;Sarah Cracknell is Lecturer in Law at the University of Newcastle. |
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| Abstract: | ![]()
This article summarizes the findings of a recent research project investigating complaints handling in local government. It discusses the results of a survey of half the local authorities in England, to discover their complaints handling practices. The article also summarizes the results of a more limited survey of local authority consumers; this aimed to discover their attitude to and experience of complaining, and the level of awareness of their local authority's procedure. Finally there is a discussion about the desirability of formalized complaints procedures and the form they might take. |
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