Complaints
Stage 2/3: Assess complaint/Decide whether to investigate complaint - Additional guidance
HSE’s policy on following up/investigating complaints
HSE's policy is to investigate every complaint received that meets its definition of a complaint unless:
- the complainant wishes to remain anonymous, will not allow HSE to disclose
that a complaint has been received and a vulnerable person is not involved
- it is from a serial complainant and a Band 2 or above decides no further
action is required
- it has been made by an employee and has not been taken up with the
dutyholder or trade union (unless it involves a vulnerable person)
- it is outside the scope of section 3, see: Health &
Safety at Work, etc Act 1974 section 3: enforcement
In the following exceptional circumstances HSE may decide not to
investigate where:
- there are no reasonably practicable precautions
- it is impracticable to follow up / investigate
- there are inadequate resources to follow up / investigate
Note: a decision not to follow up / investigate must be
made by a Band 2 or above; a decision not to investigate because of inadequate
resources or other emerging priorities must be made by a Band 1 or above.
FOD go back to step 2.3
HID/ND go to step 5.1
