Staff guidance

Casework guidance produced for our staff, but published for transparency

Please note: this section contains internal policy/guidance documents which we have published for transparency. They may contain links or references to other internal guidance or policies which are not published, and some non-essential images may have been removed.

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


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