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We are inviting customers to take part in a scrutiny session focused on how we handle complaints about colleague behaviour – including tone of voice, language, and general conduct.
This is a chance to explore how we respond to these concerns, whether our processes are being followed properly, and how we can make improvements for both customers and colleagues.
Since April 2025, we’ve introduced a new process to help us respond to unacceptable behaviour. This session will help us understand how well that’s working.
The meeting will take place on Friday 5th September 2025 From 9:30am – 3:30pm at our offices in Shipley Lunch and refreshments will be provided
What will we look at?
The nature of staff conduct complaints
How many complaints are upheld
Whether procedures were followed correctly
What action managers took, and how this was supported and evidenced
How we can be sure learning or changes took place
What will you be doing?
Review anonymised real-life complaint cases in small groups Each group will assess:
What was handled well?
What could we improve?
How would you feel as the customer?
Was the correct procedure followed?
Did the manager have the right discussions with staff?
Were any problems identified, and how were they addressed?
Hear from our Complaints Manager Our Complaints Manager, Dawn, will walk you through how these issues are logged, investigated, and responded to. You’ll get a clear picture of how complaints are escalated, reviewed, and resolved.
Help shape recommendations We’ll work together to produce SMART recommendations to help improve how we handle complaints about colleague conduct. These will be shared with senior leaders and the Customer Experience Committee.
Interested in taking part or want to know more?
Complete the survey below to register your interest and someone from the team will be in touch by Friday 22nd August.
We are inviting customers to take part in a scrutiny session focused on how we handle complaints about colleague behaviour – including tone of voice, language, and general conduct.
This is a chance to explore how we respond to these concerns, whether our processes are being followed properly, and how we can make improvements for both customers and colleagues.
Since April 2025, we’ve introduced a new process to help us respond to unacceptable behaviour. This session will help us understand how well that’s working.
The meeting will take place on Friday 5th September 2025 From 9:30am – 3:30pm at our offices in Shipley Lunch and refreshments will be provided
What will we look at?
The nature of staff conduct complaints
How many complaints are upheld
Whether procedures were followed correctly
What action managers took, and how this was supported and evidenced
How we can be sure learning or changes took place
What will you be doing?
Review anonymised real-life complaint cases in small groups Each group will assess:
What was handled well?
What could we improve?
How would you feel as the customer?
Was the correct procedure followed?
Did the manager have the right discussions with staff?
Were any problems identified, and how were they addressed?
Hear from our Complaints Manager Our Complaints Manager, Dawn, will walk you through how these issues are logged, investigated, and responded to. You’ll get a clear picture of how complaints are escalated, reviewed, and resolved.
Help shape recommendations We’ll work together to produce SMART recommendations to help improve how we handle complaints about colleague conduct. These will be shared with senior leaders and the Customer Experience Committee.
Interested in taking part or want to know more?
Complete the survey below to register your interest and someone from the team will be in touch by Friday 22nd August.
Please provide us with your details in the survey below, so that we can contact you to confirm your interest in the scrutiny. One of the team will be in touch by Friday 22nd August.
Influence how we respond to complaints in the future
Make sure processes are fair, transparent, and people-focused
Help build better relationships between customers and staff
Travel costs will be reimbursed
Transport can be provided
Lunch will be provided
A shopping voucher will be given as thanks for your time
Why are we doing this scrutiny?
The Customer Experience Committee has shown continued interest in this area, especially as it directly affects trust and relationships between our customers and colleagues.
This session is designed to check:
Are we handling these complaints fairly and consistently?
Are we following the correct procedures?
Are managers having the right conversations with colleagues?
Are we learning from these complaints and improving our service?
