Who can complain to us is set out in law, and detailed information is available in the Guidance on Jurisdiction, including how to consider complaints made on behalf of others. Additionally, Casework Policy Forum has produced a Guidance note on consent which further sets out our position. ‘Consent satisfied’ needs to be recorded on ECHO and yes/no will appear in the banner at the top next to any representative’s name.

Complaints will not generally be passed to Investigation if there are unresolved concerns about consent. But Investigators should keep under review the question of consent if issues of concern arise during their investigation. Any concerns should be discussed with an Assistant Ombudsman and may result in us ending our investigation if we decide the representative is not suitable.