Policy on Access to Information Contents: Chapter index for Policy on Access to Information Updated: 19 November 2025 Policy on Access to Information search Search this content Submit search Part 8 • 8 Managing requests: information in case files 8.1 General principles Requests for access to case files will generally come from the complainant. The LGA says information obtained in the course of an ...

Guide for complaint managers: Designing and delivering effective complaint systems Contents: Chapter index for Guide for complaint managers: Designing and delivering effective complaint systems Updated: 08 May 2026 Guide for complaint managers: Designing and delivering effective complaint systems search Search this content Submit search Part 21 • Performance reporting and self-assessment Performa ...

Privacy Contents: Chapter index for Privacy Updated: 15 December 2025 Privacy search Search this content Submit search Part 5 • Privacy notice for staff at the organisations we investigate, including training, webinar or live event attendees Privacy notice for staff at the organisations we investigate, including training, webinar or live event attendees We process personal information to carry ou ...

Retention and disposal of casework records policy Contents: Chapter index for Retention and disposal of casework records policy Updated: 19 November 2025 Retention and disposal of casework records policy search Search this content Submit search Part 7 • Appendix 1: Checklist for retention where FOI/DPA/EIR complaint made to ICO On cases where we have dealt with a FOI/EIR request or a subject acce ...

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 ...

Complaint Academy Updated: 14 January 2026 Complaint Academy search Search this content Submit search Contents Part 1: Introduction Part 2: Effective Complaint Handling - local authorities Part 3: Effective Complaint Handling - Care providers Part 4: Useful links and resources

How to Complain Are you thinking of complaining to us? Resources on this page explain when you should register a complaint with us and how to do it in the most efficient way Watch our video Read the steps The Steps 1 Complain to the organisation involved You should complain to the organisation first to give them a chance to sort out your problem. You should go through all stages of the organisati ...

How to Complain Are you thinking of complaining to us? Resources on this page explain when you should register a complaint with us and how to do it in the most efficient way Watch our video Read the steps The Steps 1 Complain to the organisation involved You should complain to the organisation first to give them a chance to sort out your problem. You should go through all stages of the organisati ...

Remuneration and Appointments Committee - 26 May 2022 Welcome and introductions Apologies for Absence Declarations of interest Minutes of the meeting held on 27 January 2022 Matters arising HR strategy update Confidential item - no paper attached Chief Executive Officer performance and objectives Confidential item - no paper attached Ombudsman and Chair’s End of Year Review Confidential item - no ...

Remuneration and Appointments committee - 26 May 2020 Welcome and introductions Apologies for Absence Declarations of interest Minutes of the meeting held on 24 January 2020 Matters arising (attached) Chief Executive Officer performance 2019-20 Confidential item - no paper attached Chief Executive Officer objectives for 2020-21 Confidential item - no paper attached Ombudsman and Chair's end of ye ...