We’ve agreed to investigate a complaint

Introduction

This leaflet tells you how we will deal with the complaint that has been raised with us now that we have decided it meets our criteria as a complaint that requires formal investigation.

It tells how you can support our investigation and the important role you play in giving us information.

We hope you find this useful but if any of this is not clear to you, please discuss with the inspector who is investigating the complaint.

Our investigation

We aim to establish all the relevant facts and give complainants and those complained against a full, objective, and proportionate response that represents our final position.

It is important that we gather all relevant information about the complaint from the complainant and the complained against. Therefore, it is important that you give our investigating inspector all relevant information and any documents that have a bearing on the areas of the complaint.

Please tell the investigating inspector if you think you have relevant information that they have not asked for.

Where it’s appropriate, we will interview staff members and observe practice within the service. We will need a private space somewhere in the service to speak confidentially with relevant staff and we will ask the service to make this available. We will try to minimise any disruption to the service, but we do recognise that there will be some disruption of the normal day.

We aim to complete our investigation within forty working days. If this timescale needs to be extended, we will tell you why and give you an expected completion date.