Process Design
1. Informal Resolution
- Trained and empowered front-line staff
- Empathy with the complainant
- The freedom to apologise
- The authority to resolve and provide redress
- Complaint recorded and used to drive improvement
2. Formal Internal Investigation
- Trained and empowered investigative staff
- An impartial and transparent process
- A flexible and proportionate method of investigation
- Clear lines of accountability and authority
- The authority to resolve and provide redress
- Complaint recorded and used to drive improvement
3. Appeal
- A clear and published process
- Escalated authority
- A transparent and independent review
- The authority to provide redress
- Complaint recorded and used to drive improvement
4. Referral To The SPSO (or other independent adjudicator)*
- A statutory duty to inform the complainant
- A clear and published entitlement
* Some organisations may find it appropriate to refer to independent adjudication at an earlier stage.