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People must be heard by public services say Citizens Advice

Citizens Advice has highlighted the need for a single clear system for complaints about public services, in response to a report from the Parliamentary and Health Service Ombudsman (PHSO).

The report reveals that almost two thirds of people who are unhappy about a public service don’t formally complain about it, even though 90% of people feel they should.

Gillian Guy, Chief Executive of Citizens Advice, said:

“Complaining about public services is far harder than it should be.

"The system for raising a problem can be complex and in some cases people simply don’t know where to turn.

“In the past four years there has been a 56% increase in the number of issues reported to Citizens Advice involving a complaint about a public service.

“There needs to be single, clear system for complaints. This will give people a voice and let them shape how important public services work.”

View report: http://www.ombudsman.org.uk/improving-public-service/research/what-people-think-of-complaining/_nocache

Notes to editors

  1. The Citizens Advice service comprises a network of local bureaux, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential, and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local bureau in England and Wales, visit www.citizensadvice.org.uk.
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers
  5. Citizens Advice Bureaux in England and Wales advised 2.1 million clients on 6.6 million problems from April 2012 to March 2013. For full 2012/2013 service statistics see our quarterly publication Advice trends
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