This is what happens to your complaint when you decide to bring it to our office. If you have any questions about any part of this process, or if you’re not sure whether we can look at your complaint, please feel free to contact us.

Step 1 You complain to us

Once you have gone through the organisation's complaints procedure you can then ask us if we can look at your complaint. You can do this by filling out our complaints form. Please also send us copies of any relevant paperwork, in particular the final response you received from the organisation.

Step 2 First checks

When we get your complaint we will make some checks to confirm:

  • it is about a subject and organisation we can look at
  • it has gone through the right complaints procedure
  • it has arrived at our office within 12 months of when the issues in your complaint happened
  • it has enough detail and paperwork for us to get to work on it

Step 3 Complaint investigation

If we think we can look at your complaint, one of our complaints reviewers will then contact you. They will talk to you about the wording of your complaint, and will you will both agree on the issues that will be looked into. They will collect information from both yourself and the organisation you have complained about in order to reach their final decision on the complaint. They will keep your complaint private and will only tell the people who need to know about it.

Step 4 Decision

Once we have finished looking into your complaint, we will write to you with our decision. We will tell you whether we have upheld your complaint or not upheld your complaint. We will also tell you about any recommendations we have made to put things right. We publish anonymous reports of decisions on our website. We do not name you or anyone else in our report. This helps to raise awareness and helps organisations to improve.

If you are unhappy with our decision there are very specific circumstances where you can request a review. You can only ask for a review on the following grounds:

  • You feel we made our decision based on important evidence that contains facts that were not accurate, and you can prove this showing readily available information
  • You feel you have new and relevant information that was not previously available and that affects the decision that was made.

Updated: May 20, 2019