TMPM Feedback &
Information Hub
Coordinate responses and use feedback to improve services.
A coordinated system for managing complaints, compliments and information requests — with distinct workflows, statutory deadline tracking and a learning loop that connects feedback to service improvement.
What you get
- Every complaint has a named owner, a stage and a visible deadline
- Compliments captured and shared — not lost in inboxes
- FOI and SAR tracked against statutory deadlines with exemption handling
- Themes from closed cases generate learning actions
- Evidence base for quality reports, board papers and regulatory submissions
Development status
The Feedback & Information Hub is in active development. The complaints module is the most mature and is available for pilot now. The compliments and information requests modules are in build. Organisations that start with a complaints pilot will have the full hub available as the remaining modules complete.
The problem
Feedback managed in fragments
Complaints, compliments and information requests arrive through different channels, land with different people and are managed in different ways — or not managed at all. The result is missed deadlines, inconsistent responses, no learning from what went wrong and no recognition of what went well. For regulated organisations, this is not just an operational problem. It is a governance and compliance risk.
Deadlines are missed
Without a central system, complaint and FOI deadlines slip. The first sign is often a formal escalation or a regulator inquiry.
Responses are inconsistent
Different teams handle similar complaints differently. There is no shared standard, no shared record and no shared learning.
Compliments disappear
Positive feedback arrives by email, letter or verbal comment and is rarely captured. Staff who deserve recognition do not receive it.
Learning does not happen
Cases are closed and filed. The themes that would improve services are never extracted. The same complaints recur.
Who it is for
Built for regulated organisations with accountability obligations
NHS trusts and ICBs
Managing complaints under the NHS Complaints Regulations, FOI under the Freedom of Information Act and SAR under UK GDPR. The hub provides the structure and audit trail that CQC and NHS England expect.
Local authorities
Statutory complaint handling across multiple directorates, FOI and SAR management with disclosure logs, and compliment capture for staff recognition. All in one system with consistent governance.
Social care providers
CQC-ready complaint handling with full case history, evidence and closure records. Compliment data for staff recognition and quality reports. FOI handling where applicable.
Regulated businesses
Any organisation with a formal complaint handling obligation, a data subject access obligation or a need to demonstrate that feedback is managed in a structured, accountable way.
Intended user: Complaints managers, information governance leads, quality and patient experience teams, and operations directors in NHS organisations, local authorities, social care providers and regulated businesses who need to manage feedback and information requests with clear accountability, statutory compliance and a learning loop.
The outcome
What changes when you use it
Every complaint has a named owner, a clear stage and a visible deadline. Compliments are captured and shared rather than lost in inboxes. Information requests are tracked against statutory deadlines with exemption handling and response drafting built in. Themes from closed cases generate learning actions that feed back into service improvement. The organisation can demonstrate at any point that it is managing feedback and information requests in a structured, accountable way.
The result is an organisation that can demonstrate at any point that it is managing feedback and information requests in a structured, accountable way — and that it is learning from what it receives.
Complaints
Structured intake to resolution with full case history
A structured workflow from first contact through to final response and closure. Each complaint has a named owner, a stage, a deadline and a full case history. Triage routes complaints to the right team. Investigation notes, evidence and draft responses are held in the case record. Escalation paths are built in for complex or high-risk complaints.
Discuss a pilotKey features
- Structured intake with source, category and initial triage
- Named owner and accountable reviewer for every case
- Stage-based workflow (received, acknowledged, investigating, draft response, closed)
- Deadline tracking with overdue alerts
- Evidence and investigation notes attached to the case record
- Escalation pathway for complex or high-risk complaints
- Closure summary and learning flag
Compliments
Capture, share and learn from positive feedback
Compliments are captured in the same system as complaints — not in a separate inbox or spreadsheet. They are tagged by team, service and theme, shared with the relevant staff and used to identify what good practice looks like. Compliment data feeds into the same reporting dashboard as complaints, giving a balanced picture of feedback across the organisation.
Discuss a pilotKey features
- Structured intake matching the complaints workflow
- Tagged by team, service area and feedback theme
- Shared with named staff and their managers
- Feeds into the combined feedback reporting dashboard
- Positive themes identified alongside complaint themes
- Recognition record for individual staff and teams
Information Requests
FOI, SAR and general enquiries with statutory deadline tracking
Manages Freedom of Information requests, Subject Access Requests and general information enquiries with the distinct workflows each requires. Statutory deadlines are tracked automatically. Exemption handling is built into the FOI workflow. Response drafting is supported within the case record. Public-sector organisations and regulated businesses can manage all three request types in one place without conflating their different legal obligations.
Discuss a pilotKey features
- Separate workflows for FOI, SAR and general enquiries
- Statutory deadline tracking (20 working days for FOI, one month for SAR)
- Exemption handling with rationale recorded in the case
- Response drafting within the case record
- Refusal and partial disclosure pathways
- Disclosure log for published FOI responses
- Escalation to Information Commissioner pathway
Learning & Themes
Close the loop between feedback and service improvement
Across all three modules, closed cases are analysed for themes. Recurring complaint categories, common FOI subjects and patterns in compliment data are surfaced in the reporting dashboard. Learning actions can be created directly from case themes and assigned to service leads. The hub provides the evidence base for quality reports, board papers and regulatory submissions.
Key features
Tailoring
Configured for your organisation
The hub is configured for your organisation's complaint categories, team structure, escalation tiers and branding. The FOI and SAR workflows are configured to your statutory obligations and internal governance model. Integration with existing case management or CRM systems is assessed during discovery and quoted separately.
Implementation
How we get you live
Implementation follows a structured process: discovery and configuration, data migration support where required, staff training and a supported go-live period. The complaints module can be activated first as a standalone entry route, with compliments and information requests added as they complete. Timescales depend on the complexity of your complaint categories and the number of teams involved.
Discovery
We map your complaint categories, escalation tiers, team structure and any existing systems. Typically one to two sessions.
Configuration
The hub is set up to match your structure. Categories, workflows and branding are applied before any data is imported.
Data migration
Open cases are imported with their current status, owner and deadline. We support this process throughout.
Training
A training session for administrators and a session for complaint handlers and information governance leads. Reference guides are provided.
Go-live support
A supported go-live period with a named contact. Issues are resolved before the arrangement moves to standard support.
Ongoing support
Support after go-live
Ongoing support covers system updates, user queries, configuration changes and new starter onboarding. A named contact is available throughout the support arrangement. Quarterly reviews are included to assess whether the configuration continues to meet the organisation’s needs.
System updates
Product updates and improvements are applied as part of the monthly arrangement.
User queries
A named contact for questions from administrators, complaint handlers and information governance leads.
Configuration changes
Adjustments to complaint categories, escalation tiers and team structure as your organisation evolves.
New starter onboarding
Onboarding for new complaint handlers and administrators is included in the support arrangement.
Quarterly reviews
A quarterly review to assess whether the configuration continues to meet the organisation’s needs.
Common questions
Frequently asked questions
Have a question not answered here? Talk to TMPM and we will answer it directly.
Next step
Start with a complaints pilot
The complaints module is available for pilot now. Talk to TMPM to discuss your organisation\u2019s complaint volumes, categories and governance structure, and we will confirm whether a pilot is the right starting point.
One-Pager
Feedback & Information Hub