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  • What is meant by a Referral, a Complaint and an Appeal?
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  • Investigating Complaints
  • Investigating & Considering Appeals
• How to make a Referral, Complaint or Appeal
• Current Referrals, Complaints and Appeals
• Decisions
• Your personal information
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Aims and Principles

Our aims

We aim to:

• Deal with complaints and disputes:
  • in accordance with our powers
  • in a manner and timescale that is proportionate to the issues
  • by communicating clearly
  • with the “right” outcome – consistent with the law where that is required
• Ensure that those who need to use our services can do so, by:
  • being accessible to all
  • communicating effectively what we do and how we do it
• Provide information and assistance designed:
  • to encourage early resolution of complaints - before coming to us where possible
  • to assist and promote good administration generally.

Our principles

Service

• We are impartial
• We value quality
• We treat people professionally and with courtesy
• We act with openness and transparency
• We comply with our legal and regulatory responsibilities

Our people

• We treat each other with respect and fairness
• We help people to develop their potential
• We recognise the contribution that all our people make to the service we provide
• We work as a team to achieve our corporate and personal objectives

External relationships

• We recognise, respect and value the trust vested in us
• We listen to our stakeholders and use their feedback
• We take practical steps to reduce our negative impact on the environment reached.

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