Referral, investigation and response
If the complaint cannot be dealt with immediately, we will record details of the complaint so that the matter can be properly referred and investigated.
Where a complaint requires referral and investigation:
- An acknowledgement will be sent within two days and contain details of who is handling the complaint and say when a full response can be expected.
- The investigation will be carried out by someone senior, usually the individual's line manager. Investigating officers will reply to the complainant detailing the outcome of the investigation.
The reply will:
- set out the complaint so that the complainant can be sure that we have understood it;
- describe the events and circumstances surrounding it;
- and say whether or not a mistake has been made;
- give a reason for the decision; and
- inform the applicant of their right to ask for a review and complain through any Member of Parliament or to the Parliamentary Commissioner for Administration (the Ombudsman) if they remain dissatisfied following the outcome of the investigation.
If at any stage in the investigation the deadline for providing a full response is likely to be missed, the person making the complaint will be told the reason for the delay and be given a new date when he or she can expect a full response.
