Preface Introduction: Complaint, Complaints Management and Justice Introduction Informal Justice and Access to Justice Complaint Behaviour Technology and Social Networks 1. Measuring Effective Complaints Handling Introduction Private Sector Complaints Government Sector Consumer Sentiment and Complaints Research into Consumer Behaviour 2. Complaint Policy Introduction Leadership and Responsiveness Complaints Policy Accessibility Encouraging Feedback Responsiveness Time Frames and Tracking Complaints Assessing Complaints Handling the Complaint Resolving Complaints Gathering and Using Information Monitoring and Improvement 3. Enabling Complaints Introduction Understanding Barriers to Make a Complaint Benefits of Making it Easy to Complain People Focused Complaints Handling Visibility and Transparency Accessibility Eliminating Fear of Retribution as a Barrier to Complaints Consumer Vulnerability Third-Party Complaint Handlers Removing Financial Barriers to Making a Complaint The Impact of Technology and Social Media on Making a Complaint Accessible Communication Styles 4. Managing and Assessing Complaints Introduction Management and Assessment Processes Impartiality and Fairness 5. Finalising Complaints Introduction Accountability and Quality Assurance Gathering and Using Data Using Complaints to Innovate Continuous Improvement and Feedback Improving Broader Organisational or Systemic Problems Feedback on the Complaint Management System Dissatisfaction with Outcomes and Escalation Processes Prevention of Ongoing Disputes 6. Complaint Skills Introduction Importance of Communication Skills Skills and Approaches to Manage Unreasonable Complainant Conclusion - The Future of Complaint Handling Introduction The Rise of AI and Complaints Clarity and Purpose - Know What You Want to Achieve and Have a Plan About How to Get There Empowering Complainants.