2. Exclusions

2.1  An organisation should accept a complaint unless there is a valid reason not to do so. If the organisation decides not to accept a complaint it should be able to evidence its reasoning. Each complaint should be considered on its own merits.

2.2  Organisations should accept complaints referred to them within 12 months of the issue occurring, or the individual becoming aware of the issue. Organisations should consider whether to apply discretion to accept complaints made outside this time limit where there are good reasons to do so.

2.3  A complaints policy should set out the circumstances in which a matter might not be considered or escalated. Organisations should ensure that these are reasonable, and should not deny individuals access to redress.

2.4  If an organisation decides not to accept a complaint, an explanation should be provided to the individual setting out the reasons why the matter is not suitable for the complaints process and the right to take that decision to the Ombudsman.

2.5  Organisations should not take a blanket approach to excluding complaints; they should consider the individual circumstances of each complaint.