SCIG17120 - Quality commitments: Complaints: SI (Fraud and Avoidance) complaints procedure

The complaints procedure as it relates to SI (Fraud and Avoidance) is set out in the Codes of Practice 8 and 9. Operational Leaders must ensure that all staff are familiar with the procedure.

The codes of Practice state -

‘If you have a complaint please try to resolve it on the spot with our officer. If you are unable to resolve your complaint please ask the officer how you can progress your complaint or ask for a copy of our fact sheet ‘C/FS Complaints and putting things right’. This lays out our complaints process and tells you what you can do next. You will find further information on our website.’

If the complainant is not satisfied with the initial response and wishes to progress their complaint advise them to write to the SI Complaints (This text has been withheld because of exemptions in the Freedom of Information Act 2000)

If, following a response from the Complaints Manager, the complainant is still not satisfied they can write to the Adjudicator or the Ombudsman.