Industry Improvement has changed its name to Industry Improvement and Systemic Issues. This change was made to assist external bodies in understanding the work carried out by the team. If you aren’t familiar with the work the Industry Improvement and Systemic Issues team do – here’s a quick outline:
the team works with service providers to help improve their processes to reduce the cases of complaint
team members review complaint trends and engage with providers about the causes of complaints
the team investigates systemic issues and works with service providers to bring about agreed resolutions
team officers provide advice on emerging issues and systemic complaint issues
the team liaises with industry regulators and shares information about our activities.
Team members will now be known as Industry and Systemic Issues Specialists.
In the coming weeks the team will also be changing the emails and letters we send to you - in line with a new simplified systemic complaint handling process.
You are welcome to contact the team on firstname.lastname@example.org if you have any questions or would like to discuss a complaint issue.