Skip to main content

Independence in complaints procedures: lessons from community care

Buy Article:

$53.17 plus tax (Refund Policy)


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 they do seek such a review, they expect it to be transparently independent of the body complained about. The article concludes that the current system of local authority complaints review panels or committees does not provide the independent element that complainants seek.

Keywords: administrative justice; complaints; ombudsmen; rights; social care

Document Type: Research Article


Affiliations: Department of Applied Social Science, University of Stirling, Scotland

Publication date: March 1, 2009

More about this publication?

Access Key

Free Content
Free content
New Content
New content
Open Access Content
Open access content
Partial Open Access Content
Partial Open access content
Subscribed Content
Subscribed content
Free Trial Content
Free trial content
Cookie Policy
Cookie Policy
Ingenta Connect website makes use of cookies so as to keep track of data that you have filled in. I am Happy with this Find out more