Independence in complaints procedures: lessons from community care

@article{Gulland2009IndependenceIC,
  title={Independence in complaints procedures: lessons from community care},
  author={Jackie Gulland},
  journal={Journal of Social Welfare and Family Law},
  year={2009},
  volume={31},
  pages={59 - 72}
}
  • Jackie Gulland
  • Published 2009
  • Sociology
  • Journal of Social Welfare and Family Law
This article looks at internal complaints procedures and considers the role of independent elements in procedures that are designed to be simple, informal and low cost. Taking the example of local authority community care services as a case study, the article discusses research which looked at the views of complainants, potential complainants and those who run the procedure. Most people do not make formal complaints at all and very few people seek an independent review of their complaint. When… Expand
4 Citations

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