3. Being thorough and fair
Complaints often involve lots of different opinions and feelings. It is important to find out all the facts.
People who investigate complaints will:
- have enough training and time to do a good job
- listen to the person making the complaint
- find out about what happened, and what the person w ants to happen next
- tell the person how long it will take to investigate the complaint
The person who investigates the complaint cannot have been involved in what happened.
If a complaint is about more than 1 organisation, they will work together to find out what happened.
All organisations will have a complaints procedure. This is about:
- how to make a complaint
- how complaints will be investigated
- what will happen, and when
- people who have been complained about will be told about what is happening. They will know where get support if they need it
- how complaints will be investigated
- what will happen, and when
- people who have been complained about will be told about what is happening. They will know where get support if they need it