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Investigation Manual

3. The link with Intake and Assessment

We aim to provide a seamless link with Intake and Assessment and to minimise double handling by:

  • Applying a common standard of making substantive contact (written or oral) with complainants within 20 working days of receipt of the complaint by Intake, either by making a decision in Assessment or allocating the complaint in Investigation. 
  • Accepting and applying Assessment’s decisions to investigate complaints (but see Jurisdiction and decision making).
  • Feeding back, through an Assistant Ombudsman, any disagreement about a decision to investigate or other issues affecting the link between Assessment and Investigation.
  • The periodic movement of staff between Assessment and Investigation to promote consistency and understanding.