The Government introduced the Cross Government Complaint Forum (CGCF) as a means for departments and agencies to bring together best practice and establish complaint handling standards.
CGCF advises each central Government organisation to publish information on complaints in its annual report, including the numbers received and resolved, and the learning which has been taken from those complaints, with an aim to create greater transparency.
The Cabinet Office role has been to examine the purpose, powers and structure of the CGCF and put in place measures to improve the profile and influence it has across departments. The CGCF Sponsor’s role is to ensure that CGCF’s influence increases in Whitehall and government departments take complaints seriously.