We will take a first look at your complaint to check it is ready for us to decide whether to investigate. We will tell you what will happen next.
Then we will allocate an investigator to decide whether we can or should investigate your complaint. We will look at whether it is about something we are allowed to investigate and if it is serious enough for us to justify an investigation. If we investigate, we may ask you and the organisation for more information.
We will ask you if you need extra help to use our service and do our best to communicate with you in the way you have requested. Find more information in our Reasonable Adjustments Policy