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This report is based on a quantitative online survey, with 76 responders and 8 qualitative follow-up interviews, to explore the impact of COVID-19 on complaint mechanisms. The research findings present a snapshot of how organisations struggled to meet the sudden changes forced onto the sector by COVID-19 in the spring of 2020. While some aspects require more research and understanding, others highlight key recommendations that the sector can take towards being better prepared for the future.

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