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We have produced this guide, building on the excellent work carried out from 1993 to 1995 by the Citizen's Charter Complaints Task Force, to help you improve your complaints systems. It replaces: the Good Practice Guide, published by the Complaints Task Force in June 1995; and the Complaints Review Arrangements in Public Services guidance, published by the Citizen's Charter Unit in March 1997.

The Healthcare Commission has produced a new guidance document: Complaints Toolkit - handling complaints within the NHS. This has been developed to offer advice and assistance to NHS bodies and primary care providers on best practice in handling complaints at a local level and will also help trusts to ensure they have the right procedures in place meet Core Standard 14.

Listening, responding, improving: a guide to better customer care