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