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Our approach to investigations. Our role at the Legal Ombudsman is to resolve complaints in a way that is fair and reasonable. We don’t take sides, or make assumptions about who might be right or wrong. We aim to resolve complaints quickly and simply. We will try to reach an agreement between you and the complainant about whether anything ...
- Investigating your complaint
The ombudsman will review the complaint by looking at the...
- Investigating your complaint
The ombudsman will review the complaint by looking at the available evidence and the case decision. If you accept the ombudsman's decision the service provider must follow the steps set out by the ombudsman. If you do not accept the ombudsman's decision there are no more steps in our process. There is no further appeal stage.
Aug 11, 2023 · The regulation in full. 16.—. Any complaint received must be investigated and necessary and proportionate action must be taken in response to any failure identified by the complaint or investigation. The registered person must establish and operate effectively an accessible system for identifying, receiving, recording, handling and responding ...
You can complain to an ombudsman if you’ve already complained to the organisation and couldn’t solve your problem through their complaints procedure. An ombudsman will also investigate your complaint if the organisation takes too long to resolve your complaint - this is usually 8 weeks, but check with the scheme you’re using.
rmation, such as your complaint file, from the organisation.Throughout this stage we will keep you updated about what informat. on we are getting and what this means for our investigation. We will share facts with you and discuss what we are seeing. We will also let you know if we need to get more information and tel.
Carrying out the investigation. The guide explains what you need to do when you carry out an investigation. It provides guidance on how to: clarify the complaint. plan your investigation. calculate timescales for responding to complaints. identify and gather evidence. reach a conclusion. issue a final response letter.
People also ask
How can a provider ensure that complaints are investigated without delay?
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Can a complaint be shared with a service provider?
Once you’ve established the specific points of the complaint that you will be investigating and the outcomes the service user is hoping for, use these to focus the scope of your investigation. You can delegate the investigation, or any part of it, to any complaints leads in your organisation who have specific knowledge of the service area you are investigating.
