Several organisations are finding themselves embroiled in controversy because of complaints not being dealt with correctly. Some of these are internal complaints from their own workforce.
Southern Medical Trust have recently been heavily criticised and sanctioned for a series of malpractice incidents. Irrespective of circumstances of the actual incident they were additionally criticised for not investigating these incidents correctly. Some of this criticism was avoidable, the fact that they attracted significant reputational damage just because they failed to investigate properly would appear to be a serious own goal.
No organisation is immune to exposure of this kind of criticism.
The number of complaints recorded in Universities and High Education establishments, for instance, has grown significantly in recent years. Complaints regarding the actions and conduct of both students and staff encompass a range of subjects: From cheating and plagiarism, allegations of inadequate teaching and support, as well as a range of serious criminal allegations.
Surrounding opinion of the younger generation and entitled millennia’s aside, it is clear that people are more ready to engage with litigation. Coupled with this, they also have an improved awareness of the complaints process and improved support from trade organisations and representative bodies and a highly competitive legal system hungry for work.
The Office of the Independent Adjudicator has a statutory role to investigate a number of student complaints. Their 2015 report shows that the trend continues to rise (See Fig 1). An increasing number of which are seen as justified or partly justified (See Fig 2).