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.
LGO logogram

Review your privacy settings

Required cookies

These cookies enable the website to function properly. You can only disable these by changing your browser preferences, but this will affect how the website performs.

View required cookies

Analytical cookies

Google Analytics cookies help us improve the performance of the website by understanding how visitors use the site.
We recommend you set these 'ON'.

View analytical cookies

In using Google Analytics, we do not collect or store personal information that could identify you (for example your name or address). We do not allow Google to use or share our analytics data. Google has developed a tool to help you opt out of Google Analytics cookies.

Privacy settings