This study examines the ways in which local authorities in England
handle complaints from consumers of their services, and, in
particular, looks at the extent of and use of internal complaints
procedures. It is argued that complaints procedures are important
because they are a part of a citizen's democratic entitlement, and
that, as they are concerned with the resolution of the individual
trouble case, they are a fit study for lawyers. Justifications are
given for locating the study within local government, and the impact
of organisational theory in this area is explored.
Other methods of dealing with consumer complaints are examined, and it
is concluded that, although councillors, the courts and the Local
Ombudsman all have a role to play in this area, there is still a need
for authorities to have internal complaints procedures.
The major part of the study explores in detail the extent of
authority-wide internal complaints procedures in local government in
England. It justifies the use of these procedures, and compares the
experiences of various departments within local government in relation
to the use of departmental complaints procedures. In addition, there
is more detailed study of social services departments and planning
departments, not only in relation to complaints procedures, but also
in relation to other practices which may reduce complaints.
Authorities, in general, did not have well developed complaints
procedures, and there was little evidence of their use as part of the
managerial process. There were, however, some authorities with good
practices, and there is evidence of change within local government,
which is now recognising the necessity of taking complaints seriously.