Staff guidance

Casework guidance produced for our staff, but published for transparency


We operate a three-stage process, and have a manual for each:

  • Intake - our front-line support to accessing our service, handling all new enquiries and re-submitted complaints
  • Assessment - making early decisions on complaints that: can be resolved quickly, warrant further detailed investigation or are out of our jurisdiction
  • Investigation - making decisions on complaints referred from Assessment and identifying learning from cases of public interest