Complaints - Stage 5: Decide whether to investigate complaint (HID and ND only)

Step 5.1

For: Inspector / Line manager

Is investigating the complaint in line with HSE's policy?


Decide whether the complaint should be investigated:

Note: a decision not to investigate a complaint must be made by a Band 2 or above; a decision not to investigate because of insufficient resources or other emerging priorities must be made by a Band 1 or above

in OSD:

Step 5.2

For: Inspector / Line manager

Is the complaint not for investigation?

If the complaint is not to be investigated:

  • record the decision not to investigate and the reason(s)
  • inform the complainant of the decision and the reason(s) and also record this action

On COIN:

  • create a Complaints case, add a note(s) to the case and close the case

For guidance on this, please see:

  • COIN Guidance – Complaints
  • COIN Guidance – Data Handbook - Complaints
  • COIN Guidance – Quick guide to complaints

Back to top

Step 5.3

For: Inspector / Line manager

Is the complaint for investigation?

If the complaint is to be investigated:

  • record the decision to investigate
  • follow the appropriate steps in the investigation procedure, starting at the beginning of stage 3: prepare for the investigation

go to: the investigation procedure

On COIN:

  • create a Complaints case, amend the case status and relevant sections on the Primary page, add any notes, and assign the case to the investigating inspector

For guidance on this, please see:

  • COIN Guidance – Complaints
  • COIN Guidance – Data Handbook - Complaints
  • COIN Guidance – Quick guide to complaints

Performance standard:

Ensure the investigating inspector is made aware of the complaint

  • within 3 working days, or
  • immediately, where there is an obvious risk of serious personal injury

Is this page useful?

Updated 2022-08-16