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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Briefing paper: barriers to accessing adult social care and social housing complaint systems
We are delighted to publish our new briefing paper on barriers to accessing complaint systems. The briefing paper reports on the findings of a small-scale scoping exercise and a series of exploratory stakeholder workshops. The resulting briefing paper outlines our key findings and sets out some future research priorities. We are grateful to all those…
Understanding the barriers to accessing social care and social housing complaint systems for vulnerable and excluded people
by Carolyn Hirst (Independent Researcher, Hirstworks), Chris Gill (University of Glasgow), and Jane Williams (Queen Margaret University) In our latest blog post we provide an update on a small scale research and knowledge exchange project we are currently undertaking which aims to explore the barriers experienced by social housing and adult social care complainants in…
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…
transforming complaint resolution 