People who use health and care services, or others acting on their behalf, must be confident that providers are listening to and acting on their comments and any complaints about the service they are receiving. They must also be confident that they will not be discriminated against for making a complaint, but that any complaint will be taken seriously and addressed fairly and openly in line with the set procedures. This in turn will increase their choice and control of the services they need. Complaints, therefore, should contribute to improving service quality.

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