3. Accessibility and awareness

3.1  Organisations should make it easy for individuals to complain by providing different channels through which they can make a complaint. Organisations must consider their duties under the Equality Act 2010 and anticipate the needs and reasonable adjustments of individuals who may need to access the complaints process.

3.2  Individuals should be able to raise their complaints in any way and with any member of staff. All staff should be aware of the complaints process and be able to pass details of the complaint to the appropriate person within the organisation.

3.3  High volumes of complaints should not be seen as a negative, as they can be indicative of a well-publicised and accessible complaints process.  Low complaint volumes are potentially a sign that individuals are unable to complain.

3.4  Organisations should make their complaint policy available in a clear and accessible format for all individuals. This should detail the  process, what will happen at each stage, and the timeframes for responding. The policy should also be published on the organisation’s website.

3.5  The policy should explain how the organisation will publicise details of the complaints policy, including information about the Ombudsman and this Code.

3.6  Organisations should give individuals the opportunity to have a suitable representative deal with their complaint on their behalf, and to be represented or accompanied at any meeting with the organisation.

3.7  Organisations should provide individuals with information on their right to access the Ombudsman service and how the individual can engage with the Ombudsman about their complaint.

3.8  Where an organisation asks for feedback about its services through a survey, it should provide details of how individuals can complain so they can pursue any dissatisfaction if they so wish.