This page lists the policies and procedures we use to assess and investigate complaints. Together they make up our Service Model.
Our casework and policy guidance
- Policy and guidance: General guidance, July 2018 (PDF 907KB)
- Policy and guidance: Main guidance, December 2019 (PDF 1.61 MB)
- Policy and guidance: Casework reference library, December 2017 (PDF 430KB)
Our Service Model
- Flowchart setting out each stage of our Service Model, April 2016 (PDF 174KB)
Step 1: When we first receive your complaint
- Accessing our service A3 sheet, December 2017 (PDF 223KB)
Step 2: Deciding whether to investigate your complaint
- Can we look into your case A3 sheet, December 2017 (PDF 250KB)
- Should we look into your case A3 sheet, December 2017 (PDF 218KB)
Step 3: Investigating your complaint
- Investigation A3 sheet, May 2018 (PDF 92.9 KB)
- Compliance A3 sheet, December 2017 (PDF 195KB)