Each of the current good practice guides are available here in .pdf format. To view these files you will need the Adobe Acrobat Reader software. It can be downloaded below free of charge.

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	1 - Running a complaints system
	2 - Good administrative practice
	6 - Remedies

We also have a short Guidance note on ‘unreasonably persistent’ complainants and ‘unreasonable complainant behaviour’ (in Word format). This is only available on this website at present, and not in printed form.

Publications can be ordered by email using our publications order form.