The Complaints R Us group scrutinises the way that YHN deals with customer complaints.  They meet every 3 months and review a selection of customer complaints that have reached Stage 3 (all complaints are made anonymous). 

The group has met twice since December.  They give feedback on the language used, tone and whether complaints have been responded to fully.  The feedback from the group, both positive and negative, is given to the relevant investigating officers and their manager.  The group have seen an overall improvement in the quality of responses as a result of their involvement.