Event Summary

Complaint volumes are rising sharply across the public sector. In 2024–25, the Local Government and Social Care Ombudsman reported a 15% increase in new complaints for the second consecutive year, the Housing Ombudsman saw caseload grow by 30%, and HMRC complaints reached a five-year high. 

As complaints teams face mounting pressure, Westminster Insight’s Public Sector Complaints Conference this October will examine the challenges facing complaints teams and how public services can respond.

How can organisations drive efficiencies and process improvements to meet rising demand and increasing complexity? From streamlined procedures and earlier resolution to improved case management processes, we will explore how the gap between capacity and demand can be bridged through intelligent process design, digital transformation, AI, and automation – including how to use technology responsibly while ensuring accessibility for vulnerable and digitally excluded service users.

Our expert speakers will explore the future of Ombudsman services. The Ethics and Integrity Commission is reviewing how public sector ombudsmen handle complaints and whether they have the capacity to identify systemic failings before they become major organisational crises. Hear directly from Ombudsmen on their role in delivering effective complaint resolution and driving organisational learning.

For public service providers, complaints are a vital learning tool. The conference explores how to use complaints data to identify organisational risks, themes and failings – and translate those insights into meaningful service improvements.

We will also share insights on the handling of data protection complaints and the new obligations introduced by the Data (Use and Access) Act 2025. Hear practical guidance on acknowledgement, investigation, response and record keeping, and ensure your organisation is meeting its obligations.

Finally, we will spotlight the human side of complaint handling. Complaints teams face not only unprecedented volumes but increasingly complex, distressing and emotionally demanding cases. The conference addresses how to build psychologically safe workplaces, support staff through burnout, manage unacceptable complainant behaviour, and equip teams with the trauma-informed, empathetic approaches needed to identify and support vulnerable service users.

Join us for a full day of insights, practical learning and networking — and leave better equipped to meet rising demand, strengthen your complaints culture and drive continuous improvement across your organisation.

Key Points

  • The Ethics and Integrity Commission’s review of the public sector ombudsman system – identifying the powers and reforms needed to catch systemic failures earlier and prevent major organisational crises  
  • Driving efficiencies and process improvements to meet surging complaint volumes and increasing complexity  
  • The role of digital transformation, automation and responsible AI in modern complaint handling 
  • Early and swift resolution – identifying complaints at the earliest opportunity, and taking steps to resolve them quickly 
  • Handling data protection complaints and meeting your obligations under the Data (Use and Access) Act 2025 
  • Building a complaints culture that drives organisational learning and continuous improvement 
  • Supporting staff wellbeing, preventing burnout and building workforce resilience in high-demand complaints environments 
  • Trauma-informed approaches to complaint handling, including vulnerability recognition, de-escalation and empathetic communication 
  • Embedding a culture of continuous improvement and organisational excellence 

Sponsorship

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Group discounts

Contact us for group rates.