Summary

This guidance is intended to set out the basic department wide standards for complaints handling.

Contents

  1. CHG100
    Introduction: contents
  2. CHG200
    Preventing complaints
  3. CHG300
    Complaints: an overview: contents
  4. CHG400
    Defining and recognising a complaint: contents
  5. CHG500
    Avenues and time limits for making complaints: contents
  6. CHG600
    Standards of service for dealing with complaints: contents
  7. CHG700
    Recording complaints
  8. CHG800
    Dealing with complaints: contents
  9. CHG900
    Classifying the outcome of complaints: contents
  10. CHG1000
    Learning from complaints
  11. CHG1100
    Complaints to the Adjudicator: contents
  12. CHG1200
    Complaints to the Parliamentary Ombudsman: contents
  13. CHG1300
    Handling an enquiry from the Adjudicator’s Office
  14. CHG1400
    Further advice
Updates
  1. CHGUPDATE001
    update index