We are writing to respond to the news story on the Public Law Project report on the new NHS complaints system (page 10, 30 September).

Everyone will agree that the system is not working as well as had been hoped, particularly the independent review panel.

But we take issue with the assertion that trusts are not open in their handling of complaints. The two trusts with which we work invited us to audit their complaint handling, and we have been doing this for several years. The trusts have taken on board recommendations made following audit.

Both trusts are keen to learn from complaints, feel the CHC plays a vital role in assisting the complainant, and that in the long term this also helps them.

Helen Peirce Complaints and monitoring officer Worthing CHC