Formal Internal Investigation

The following areas are key to a good formal internal investigation:

Trained and Empowered Investigative Staff

Impartial and Transparent Process

Flexible and Proportionate Methods of Investigation

Clear Lines of Accountability and Authority

The Authority to Resolve and Provide Redress

Complaint Recorded and Used to Drive Improvement

The SPSO has also published its own guide on how to plan, manage and execute a good investigation into a complaint "Investigating Complaints: The SPSO Approach". The guide is not a rule book but can be used as an example of best practice and a benchmark against which an organisation's own investigation process can be measured. It could also form the basis for training appropriate staff in good investigation techniques.