National Audit Office -
Over 10 million people who used public services (approximately 1 in 5) in the UK last year faced problems when using those services, according to this report. The problems ranged from fairly straightforward issues, such as types of food in care homes, to serious and life-threatening safeguarding issues. The report says that consumers find the complaints and redress system confusing, that they have to deal with many different organizations, and that they have a low awareness of which ones to turn to. It finds that system-wide improvements are inhibited by poor central leadership and that public service organizations do not make enough use of complaints to improve services and there are serious impediments to doing so.