Turn Your Complaints into Quality Improvements

Too many providers fear complaints in tenders. But complaints are inevitable — what matters is how you handle them. When you treat complaints as a driver of quality, they become a strength, not a weakness.

🧭 Complaints Show You’re Listening

Use complaints to show commissioners that:

• Your service is open to challenge
• You take accountability seriously
• You’re focused on continuous learning

🔧 What to Include in a Tender

Don’t list volumes — list improvements:

• “After a complaint about missed visits, we changed our rota system. Missed visits dropped by 90%.”
• “A complaint about food choices led to co-designed meal planning with residents.”

📢 Transparency Builds Trust

Show how complaints feed into audits, staff training, or policy updates. Make it clear you see them as part of your improvement cycle.

Handled well, complaints don’t damage your score — they strengthen it.