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Stage 1 Stage 2
Frontline Resolution Complaint/Investigation
Always try to resolve the 1. Investigate where the complainant is still dissatisfied after
complaint quickly and to the communication of decision at Stage 1.
complainant’s satisfaction
wherever possible 2. Investigate where it is clear that the complaint is particularly
complex or will require detailed investigation.
YES
Communicate the
decision in writing.
Advise the
Complaint closed and complainant about
outcome recorded the SPSO and
time limits