Arrangements for the handling and consideration of complaints3

1

Each responsible body must make arrangements (“arrangements for dealing with complaints”) in accordance with these Regulations for the handling and consideration of complaints.

2

The arrangements for dealing with complaints must be such as to ensure that—

a

complaints are dealt with efficiently;

b

complaints are properly investigated;

c

complainants are treated with respect and courtesy;

d

complainants receive, so far as is reasonably practical—

i

assistance to enable them to understand the procedure in relation to complaints; or

ii

advice on where they may obtain such assistance;

e

complainants receive a timely and appropriate response;

f

complainants are told the outcome of the investigation of their complaint; and

g

action is taken if necessary in the light of the outcome of a complaint.