1. Why have a complaints system ?
2. Why do people complain ?
3. What are the aims of an effective complaints system?
4. What should be done first ?
5. Who should be consulted ?
6. What are the principles of a good complaints system?
7. What are the main elements of a complaints system?
8. What steps can be taken to prepare and introduce a complaints system?
9. How can the procedure be publicised?
10. What arrangements can be made for training?
11. How can complaints arrangements help a council to improve its services?

Appendix 1 - Good investigative practice
Appendix 2 - Action to consider if a complaint is justified