UK Central Government Complaint Standards Easy Read

3. Being thorough and fair

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Complaints often involve lots of different opinions and feelings. It is important to find out all the facts.

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People who investigate complaints will:

  • have enough training and time to do a good job

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  • listen to the person making the complaint

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  • find out about what happened, and what the person w ants to happen next

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  • 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.

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If a complaint is about more than 1 organisation, they will work together to find out what happened.

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All organisations will have a complaints procedure. This is about:

  • how to make a complaint

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  • how complaints will be investigated

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  • what will happen, and when

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  • people who have been complained about will be told about what is happening. They will know where get support if they need it

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  • how complaints will be investigated

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  • what will happen, and when

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  • people who have been complained about will be told about what is happening. They will know where get support if they need it