When we get a complaint the first thing we look at is whether or not we can investigate it. 

Sometimes this is very clear from the information in the complaint, but in some cases we may not be able to decide immediately.  We may need to ask the complainant and/or the organisation complained about for more information before we can decide.

Our Early Resolution team consider the new complaints that we receive.  The main things that they look at include whether

• the organisation and subject complained about are within our jurisdiction
• the complaint has gone through the organisation's complaints process (we cannot normally investigate a complaint unless this has been done)
• the complaint is in time for us to look at it.  Normally we need it to come to us within 12 months of when the person complaining first knew that there was a problem
• there may be an alternative remedy available (such an an appeal process or legal action)

Updated 29/3/12