How we work

Stage 2 - Investigation

If we believe that your complaint would best be settled by recommendation letter, the Adjudicator will write to you personally with her findings. We call these letters 'recommendation' letters because they set out what, if anything, the Adjudicator 'recommends' the organisations should do to put things right. If the Adjudicator believes that the organisation has already dealt with the complaint adequately, she will say so.

Not all complaints will be settled by recommendation. We may be able to find a resolution to the complaint that is acceptable to you and the organisation. If we are able to do this, we will close the case on that basis. We call this process 'mediation'. We will continually review the way we investigate and settle complaints

However we resolve the complaint, it must be consistent with the organisation's own instructions and Codes of Practice. This could include asking the organisation to apologise and to meet any additional costs that you have incurred as a direct result of their mistakes or delays - things like postage, telephone calls or the cost of professional advice. Or we might ask the organisation to make a small payment to recognise any worry and distress that you have suffered.

To date, the organisations that we investigate have accepted all of the Adjudicator's recommendations.