CECCG13400 - Complaints Handling Procedure: Referral procedure for complaints handling staff

All external complaints received by Complaints Teams containing an element of staff misconduct should be reviewed to see if the criteria for referral to Internal Investigations apply.

If you receive a complaint that meets the mandatory criteria for referrals to the IOPC, PIRC or COPFS, a referral should be made to Internal Investigations, see CECCG15200.

Any expression of dissatisfaction unless resolved on the spot, must be recorded on the complaints database (CHART), stating what action has been taken.

Steps to take

• Complaint regarding conduct of a member of staff is referred/received in the Complaints Team
• Complaints Team register the case on CHART
• Case is vetted to see if it meets the criteria for referral to Internal Investigations
• If the case meets any of the criteria, it should be referred to Internal Investigations with required documentation (see CECCG13500) including any potential evidence substantiating the allegation of misconduct to advise on the appropriate course of action.
• If the case does not meet the criteria for referral to Internal Investigations, the case should be worked by the Complaints Team following the normal complaint process.