Complain
Use this pattern when users need to make a complaint about a service, decision, process or experience.
Examples include complaining about:
- the quality of a service
- a delay in receiving a service
- how a service was delivered
- poor communication
- unacceptable conduct or behaviour
- a failure to follow procedures
Complaint services provide users with a way to raise concerns, have those concerns investigated and receive a response.
Some complaints may be resolved quickly, while others may require formal investigation and escalation through multiple stages.
Characteristics of this service type
Complaint services typically involve:
- gathering information about an issue or concern
- investigating what happened
- communicating with the complainant
- reviewing evidence and records
- making findings and recommendations
- providing responses and outcomes
- allowing escalation where users remain dissatisfied
Unlike application services, complaint services are primarily concerned with reviewing and resolving concerns rather than assessing a request for a benefit, entitlement or permission.
Common journey patterns
Complaint services often include a combination of other service patterns.
Before making a complaint, users may need to:
- learn about the complaints process
- understand what can and cannot be complained about
- gather relevant information or evidence
- attempt to resolve an issue through another route
During a complaint, users may need to:
- log in or identify themselves
- provide details of their complaint
- upload supporting evidence
- explain the outcome they are seeking
- confirm the information they have entered
After submitting a complaint, users may need to:
- receive updates
- respond to requests for further information
- check progress
- receive an outcome
- escalate their complaint
- request a review
- appeal a decision
Not all complaint services will require all of these patterns.
Common solutions used in this pattern
Using common solutions can reduce delivery time, improve consistency and help teams benefit from proven approaches across the Scottish public sector.
| User need | Common component |
|---|---|
| Learn about the complaints process | mygov.scot, gov.scot, Design System |
| Verify identity where required | ScotAccount |
| Submit a complaint | GOV.UK Forms |
| Upload supporting evidence | SG Cloud |
| Recieve updates and communications | GOV.UK Notify |
| Track the progress of a complaint |
Status checker services |
| Support investigation and case handling | Case management systems |
Relationship to other service patterns
Use Complain when the primary purpose is to raise a concern about a service, process or experience.
Use Apply when the primary purpose is to request a decision, entitlement, benefit, licence or permit.
A user may complain about how an application was handled, but the complaint process is separate from the application itself.