The Outcome Practice

28/04/2026

Most organisations don’t have a decision problem…
they have a record keeping problem.

It’s just not obvious at the time.

It only really shows up later, when someone asks you to explain how a decision was made… and the detail isn’t quite there.

I see it all the time in complaint handling.

I’ve put a short blog together on why it matters, and a simple checklist if it’s useful.

Strong record keeping underpins good complaint handling. When it’s missing, even reasonable decisions can fall apart. Learn why it matters and download a practical checklist.

26/04/2026

“Noted on the system.”

Three words.

No detail, no context and no decision-making.

Just a vague note that something, somewhere, at some time happened.

It’s frustrating for the next person who picks up the issue. It’s difficult for the person investigating the complaint. It’s damaging when that complaint gets escalated.

If this is something your organisation uses STOP now.

22/04/2026

Most organisations don’t have a decision problem… they have a record-keeping problem.

At The Outcome Practice, we help organisations turn decisions into clear, defensible records.

19/04/2026

Ever tried to remember exactly what was said in a difficult conversation… a week later?

“I definitely explained it…”
“I’m sure they agreed…”
“I think I told them what would happen next…”

Now imagine trying to stand that up months later as part of a complaint.

😬

That’s where record keeping suddenly becomes very important.

Because without a clear record of:
– what you knew at the time
– what you did
– and why you did it

…it all starts to rely on memory.

And memory has a habit of filling in the gaps… sometimes a little too confidently.

This is something we see come up time and time again when supporting organisations with complaints and investigations.

It’s also a big focus in our training, helping teams record decisions clearly and consistently so they don’t have to rely on “I’m pretty sure…” later on.

Because when it’s written down properly, it’s much easier to stand behind.

If this is something your team struggles with, feel free to drop us a message.

16/04/2026

Book your focused 1-2-1 session here: https://calendly.com/engage-theoutcomepractice/complaint-case-clinic

16/04/2026

We’re trying something a little different over the next few weeks.

Following a recent session on bias in complaint handling, a number of people got in touch about something that felt very familiar… the tendency to keep searching for more information before making a decision.

Particularly with those complaints that don’t feel straightforward.

It’s understandable, but it’s also where otherwise well-handled complaints can start to go on... and on... and on...

To support with this, we’re opening up a small number of 30-minute Complaint Case Clinics.

These are focused, 1–2–1 sessions where you can:
• talk through a live complaint
• sense-check your thinking
• and get clear on your next step

You bring the case (or the challenge).
We’ll bring an independent, experienced perspective.

A limited number of sessions are being offered on a complimentary basis for a limited time.

If it would be helpful, you can book a slot here:
https://calendly.com/engage-theoutcomepractice/complaint-case-clinic

Sometimes a short conversation at the right time can make all the difference.

15/04/2026

I’ve shared 6 simple questions that can completely change the direction of a complaint (and often stop it escalating in the first place).

I see this all the time in complaints work…

A concern comes in and we go straight to investigating it —
before we’ve really understood it.

We assume the issue.
We guess the outcome.
And things start to escalate.

Not because of what happened…
but because of what wasn’t asked at the start.

If you work in complaints or customer-facing roles, I’d be curious —
👉 which one do you think gets missed most?

You can read it here:

https://www.theoutcomepractice.co.uk/2026/04/10/6-questions-that-change-the-outcome-of-a-complaint/

14/04/2026

If you’re dealing with complaints… you already know they’re rarely straightforward.

They’re time-consuming, emotionally charged, and often come with risk attached.

And sometimes, despite everyone’s best intentions, they escalate.

That’s where I come in.

I’m Rachel, founder of The Outcome Practice. I support organisations with:

• Independent complaint investigations (fair, evidence-based, defensible)
• Practical training that builds confidence and reduces escalation
• Reviews of complaint handling, policies and governance

My background spans over 20 years in policing, public service leadership, and ombudsman work, so I understand both the operational reality and the scrutiny that comes with it.

If you’re:

– Dealing with complex or sensitive complaints
– Seeing patterns or repeat issues
– Wanting to strengthen how your organisation responds

I’m always happy to have an initial conversation.

📩 Drop me a message
🔗 Or book a call here: https://calendly.com/engage-theoutcomepractice/30min

And if you’re here to learn more about complaints, investigations or decision-making… you’re in the right place.

14/04/2026

Most people don’t think they’re biased when making decisions.

That’s kind of the problem.

I'm running a free 30-minute session today at 12:30 on how bias shows up in complaint handling (even in really good organisations) and what you can actually do about it.

No jargon, just practical stuff you can use straight away.

If it’s relevant to you or someone you work with, feel free to join:

⏰ 12:30–1:00
💻 Online
🎟️ Free
👇Register below

https://www.eventbrite.co.uk/e/bias-in-complaint-handling-what-gets-missed-even-in-good-organisations-tickets-1985593259891?utm-campaign=social&utm-content=attendeeshare&utm-medium=discovery&utm-term=listing&utm-source=cp&aff=ebdsshcopyurl