CECCG13600 - Complaints Handling Procedure: Referral procedure for all other staff

In all cases where there is an external customer complaint of misconduct or gross misconduct, the complaint should be forwarded immediately to either:

• the Complaints Team for the business unit who will decide how it should be dealt with, liaising with Internal Investigations as necessary, or
• direct to Internal Investigations where the referral criteria are met.

In all other cases, you should work the case in-house following your normal complaints investigation procedure.

If you are in any doubt if a case should go to Internal Investigations, please consult the following guidance on the Internal Investigations sharepoint.