This guidance is intended to set out the basic department wide standards for complaints handling.
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CHG100Introduction: contents
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CHG200Preventing complaints
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CHG300Complaints: an overview: contents
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CHG400Defining and recognising a complaint: contents
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CHG500Avenues and time limits for making complaints: contents
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CHG600Standards of service for dealing with complaints: contents
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CHG700Recording complaints
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CHG800Dealing with complaints: contents
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CHG900Classifying the outcome of complaints: contents
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CHG1000Learning from complaints
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CHG1100Complaints to the Adjudicator: contents
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CHG1200Complaints to the Parliamentary Ombudsman: contents
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CHG1300Handling an enquiry from the Adjudicator’s Office
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CHG1400Further advice
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CHGUPDATE001update index
