Ministers must ensure complaints about public services are acted upon - and not brushed aside - to restore public confidence following scandals such as the Mid-Staffordshire hospital crisis, MPs have urged.

A report by the Commons' public administration select committee (PASC), published on 14 April, reveals that citizens are generally confused about the complaints processes used across the public sector – and urges swift remedial action.

Failures to address staff, patient and families' concerns about activities at Mid-Staffs hospital fuelled the ‘unspeakable disaster' at the organisation, and also highlights the need for reforms to public sector complaints processes, the cross-party group of MPs report.