Why do people complain?
  • They want staff to know what they have experienced
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  • They want an explanation of what happened and why
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  • They do not want their experience to happen to anyone else
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  • Sometimes a complaint can be an expression of dissatisfaction,
  • frustration, anger or grief
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  • Complaints can be a result of raised expectations
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  • To seek redress (not always financial)
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  • Because they can