Assessment Manual Updated: 05 January 2026 Assessment Manual search Search this content Submit search Contents Part 1: Glossary Part 2: 1. The Assessment Unit Part 3: 2. Assessment Policy Part 4: 3. Business Processes Part 5: 4. Early Decisions – Outside Jurisdiction Part 6: 5. Early Discretionary Decisions Part 7: 6. Early Decisions – Invalid Complaints Part 8: 7. Early Decisions – Cases forward ...

Post Decision Review (PDR) and Service Complaints Manual Updated: 01 June 2024 Post Decision Review (PDR) and Service Complaints Manual search Search this content Submit search Contents Part 1: 1. Definitions Part 2: 2. Expectations when dealing with requests for reviews of decisions Part 3: 3. Is it a review request? Part 4: 4. Post Review correspondence Part 5: 5. Dealing with review requests - ...

Decision Statements Manual Updated: 05 January 2026 Decision Statements Manual search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. What is a decision statement? Part 3: 3. What decision statements will be published? Part 4: 4. How to deal with queries about publication of decision statements Part 5: 5. Publication and how to use ECHO Part 6: 6. Decision standards ...

Principles of Good Administrative Practice Updated: 10 February 2025 Principles of Good Administrative Practice search Search this content Submit search Contents Part 1: Foreword Part 2: Getting it right Part 3: Being citizen focused Part 4: Being open and accountable Part 5: Acting fairly and proportionately Part 6: Putting things right Part 7: Seeking continuous improvement

Remuneration and Appointments Committee - 29 January 2026 1. Welcome and Introductions 2. Apologies for Absence 3. Declarations of Interest 4. Minutes of the meeting held on 15 and 29 October 2025 5. Matters arising 6. HR Strategy Update 7. Update on People Initiatives and Staff Feedback 8. Proposals for the recruitment of new Independent Advisory Board Member 9. Draft yearly plan

Compliance Manual Updated: 03 November 2025 Compliance Manual search Search this content Submit search Contents Part 1: Introduction Part 2: The role of investigators Part 3: The role of Team Co-ordinators Part 4: The role of Casework Managers Part 5: Compliance and post-decision reviews Part 6: Document retention with remedies over 12 months old Part 7: Appendix 1 - Remedy categories Part 8: App ...

Managing unreasonable actions by complainants: A guide for organisations Updated: 01 April 2024 Managing unreasonable actions by complainants: A guide for organisations search Search this content Submit search Contents Part 1: Managing unreasonable actions by complainants Part 2: Principles Part 3: Definitions Part 4: Preventing unreasonable actions Part 5: Managing unreasonable actions Part 6: R ...

Investigation Manual Updated: 25 February 2026 Investigation Manual search Search this content Submit search Contents Part 1: 1. Introduction Part 2: 2. Roles within the investigation team Part 3: 3. The link with Intake and Assessment Part 4: 4. New complaints received outside the Intake process Part 5: 5. Inputs from Assessment Part 6: 6. BinJ notification letter Part 7: 7. Pre-allocation enqui ...

Privacy Updated: 15 December 2025 Privacy search Search this content Submit search Contents Part 1: Introduction Part 2: Privacy notice for complainants Part 3: Privacy notice for job applicants Part 4: Privacy notice for information access requests Part 5: Privacy notice for staff at the organisations we investigate, including training, webinar or live event attendees Part 6: Privacy notice for ...

Privacy Updated: 15 December 2025 Privacy search Search this content Submit search Contents Part 1: Introduction Part 2: Privacy notice for complainants Part 3: Privacy notice for job applicants Part 4: Privacy notice for information access requests Part 5: Privacy notice for staff at the organisations we investigate, including training, webinar or live event attendees Part 6: Privacy notice for ...