Angela MacDonald, Deputy Chief Executive and Second Permanent Secretary of HMRC, talks to Rob Behrens about her career in the Civil Service and her role as Complaints Champion for UK Government organisations. She discusses the role of leadership in making sure organisations meet the new complaint standards and act on the learning from complaints.

Have your say in shaping a shared vision for public sector complaint handling by taking part in our survey: https://www.ombudsman.org.uk/gcs