Many Social Services users feel there is a stigma attached to them for being recipients of these services. They do not always realise that they are entitled to a good quality of service and have the right to complain if they are not happy or if they feel they have not been treated fairly. Many people are simply too intimidated by the system to even attempt to complain. Welsh Government is aware of these issues, and aims to improve the complaints process so it is more user-friendly and accessible. Honest feedback from this engagement exercise was crucial for Welsh Government in order to utilise the information collected and incorporate some of it into the new complaints procedure. Participation Cymru carried out the engagement on behalf of Welsh Government, and took upon the role of a trusted intermediary.