Are we a nation of complainers?

By Jo Meek
Producer, BBC Radio Five Live Report

The British just love to gripe, with 100m complaints registered in any one year. But do our moans - and compensation claims - improve services or simply siphon funds from the very services we whinge about?

Any complaints?

Keith Bowen flips open the plush leather case which holds a shiny silver medal, his MBE, and says: "It's a badge for moaning, is that."

A self-described professional complainer, Mr Bowen has been fighting for the rights of disabled people for over a decade. What makes him a good complainer (he's never backed down in 12 years)?

"It's in the genes; I have a strong social conscience. The reason I don't lose is because I'm not prepared to have someone ignore me. I don't get mad, I get even."

In any one year in the UK, about 100 million complaints will be made. From the state of the roads, poor service in restaurants, to dissatisfaction with council services and delayed trains, the list of our gripes goes on and on.

But although there might be plenty to moan about in the UK, many people actually don't make complaints often enough. We might all whinge to our friends and family, but on the whole, people like Keith Bowen are few and far between.

Grimace and bear it

Ben Page, of Mori, has been researching complaining trends since 1994. He says that despite the growth in customer care departments, there's been little change in how likely we are to complain.

Customers? Who's got time for customers?

"The British are pretty stoical; most of us don't complain, we just tell somebody else. There are signs that we are slightly more able to speak up about things, but generally we've seen little variation in the 80% or more who say you need a lot of determination to complain. That hasn't shifted in the past 15 years."

So if we are not a nation of Victor Meldrews, why the reluctance to complain?

Mr Page says it's because many people think it won't make a difference. However, Carole Brady, of Trading Standards, says it's because we don't know how to object effectively.

"Consumers know they've got rights but they are unsure what those rights are, and even less sure of how to impart those rights. What I would like to see is a more demanding customer that knows if something does go wrong that they can get redress."

The Government is putting £30 million into setting up a new service to advise consumers as to their complaining rights. Consumer Direct is currently being rolled out nationally to complement the service provided by Trading Standards, and with it the hope that more people will make genuine complaints and drive up the standards of UK businesses.

Money from our own pockets

But whilst research shows that we're quite not a nation of complainers, there is a growing trend to go for the cash.

Are we a nation of Meldrews?

This week a Norwich Union survey found we're much more likely to seek compensation now than 10 years ago, and as many as one in five people believe they should claim whenever they can.

Each year compensation culture costs the UK £10bn; a shift in attitude which Paul Murphy, of Manchester City Council, says is costing us all.

"We get a number of frivolous complaints with regards to trip claims, and 88% of these claims we repel - and we're still left with a bill of £2.2m. It costs all the council tax-paying citizens of this city."

Mr Page says that, despite the growing bill, claiming compensation is not at the top of most people's agenda. "We just want an apology and the reassurance that what has happened to them to make them complain will not happen again or to someone else."

As for the professional complainer, Mr Bowen doesn't want the money or even an apology. He wants results.

"I complain on behalf of people who do not have a voice. When I moan long and loud enough, I'll improve the services for others. Moaning makes me feel good - everyone should do it once a day."

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Complaining Nation was broadcast in the UK on BBC Radio Five Live during the Worricker Show on Sunday 23 May at 1100 BST, and again at 1830 BST.