How do complaints affect those complained about? an empirical investigation into the effects of complaints on public service employees

Chris Gill, Carolyn Hirst, Maria Sapouna, Jane Williams

Research output: Book/ReportOther report


This report presents the findings of a mixed methods research project investigating the effects of complaints on local authority planning staff and housing association staff in Scotland. The research included an online survey of 132 individuals who had been subject to a complaint and follow-up
qualitative interviews with 16 people who had responded to the survey.
Original languageEnglish
Place of PublicationGlasgow
PublisherUniversity of Glasgow
Number of pages22
Publication statusPublished - 15 Dec 2017



  • public service employees
  • complaints

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