Policies and procedures - handling complaints

Our policies and procedures set out how we carry out our activities. These policies describe how we deal with complaints - both those against us, and those we receive about service providers.
Graphic saying 'Speak-up' from our annual report


However well run an organisation, things occasionally go wrong and people have a right to complain. These policies describe both how we handle complaints about what we have done and those we receive about service providers.

How we deal with complaints
Escalation of concerns
Reporting incidents

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