Complaints policy and procedure

Complaints spanning more than one service area

13.1. In the event that a complaint involves more than one service area, in most cases we will separate out the issues and send separate responses under separate complaint reference numbers.

13.2. On occasion, it may be more appropriate to send a co-ordinated single response to the complainant. We will advise the complainant of how the matter will be handled when we acknowledge their complaint or during the early part of the investigation.