FEEDBACK FROM COMPLAINANTS

The Press Complaints Commission’s commitment is to offer the best possible service to all those who complain to us. In order to help us assess whether we are honouring this commitment and maintaining the high standards we have set ourselves in our Complainants’ Charter, we regularly survey hundreds of complainants who have used our service.

In 2009, the figures encouragingly revealed that:

• 80% of complainants said that their complaint had been dealt with thoroughly or very thoroughly;
• 72% of those surveyed considered that the overall handling of their complaint was very satisfactory or satisfactory;
• 79% of people felt that the time it took to deal with their complaint was ‘about right';
• 65% of respondents gave the PCC's staff a helpfulness rating of 8 or more out of 10.

Survey forms were sent to all complainants whose cases fell under the terms of the Code and could, therefore, formally be considered by the Commission.

The PCC welcomes constructive feedback from complainants and builds on the suggestions and comments it receives, some of which are critical, to continually strive to improve its services.

The following is a selection of quotes from members of the public who have made a complaint:

'The accessibility, courtesy and understanding shown by the member of staff who handled my complaint was excellent in all respects'.

‘Financially I could not have employed a legal team to resolve the matter but my complaint was successfully resolved with the assistance of the PCC’

‘Many, many thanks for all that the PCC, you particularly, have done in this matter. It is a great relief to have the statement on your website and enables me to move on with life now.’

‘Very efficient and thorough, and as a first time user of the PCC, I couldn’t have found it any easier to understand or submit my complaint. Very satisfied customer’.

‘I had not expected a good response. I had expected a lack of support, interest or efficiency. I was bowled over by the amazing efficiency and support I received – quite wonderful. I have been praising [the] PCC ever since.’

'I felt sure I was being considered reasonable for complaining. What was notable was the feeling that my issues were completely understood [...] A model of how to perform.'

'Having a third party mediate helps to diffuse what is at times an emotionally charged situation, bringing a sense of calm and promoting a space to obtain a satisfactory conclusion.'

'The PCC have helped us make complaints against three national newspapers. Without them we wouldn't have known where to turn [...] Excellent service'.

The PCC has also received positive feedback from people who have used its anti-harassment service. Although this service is primarily used by ordinary members of the public, some individuals in the public eye have also chosen to come to the PCC and have gone on record to thank the PCC. Natasha Kaplinsky used this service in 2008, for example, and said the following:

“When I had my baby last year, I didn’t want to be followed round by photographers every time I left the house, as happened when I was pregnant. We asked the PCC to issue a private request to photographers to stop following us, and to newspapers and magazines not to use pictures of me taken when I was in my family in private time. The degree of compliance was very impressive, and I would recommend this service to anyone in a similar position”.

NB: Information about the results of a survey of public opinion of the PCC, conducted by Ipsos MORI, can be found here. This survey is based on the opinions of the UK general public as a whole, rather than members of the public who have necessarily used the PCC’s service.