Complaints - Stage 6: Complaints Investigation Policy
The UK REACH CA's policy is to follow-up / investigate every complaint it receives for which it is responsible (namely, complaints to do with aspects of registration), though there will be some instances where an inspector may decide not to investigate, such as:
- the complaint is from a serial complainant and a Band 2 or above decides that no further action is required;
- it is impracticable to follow-up / investigate; or
- exceptionally, there are inadequate resources to investigate (as determined by a Band 2 or above).
The above list is not exhaustive. In circumstances where a decision has been taken not to investigate a complaint, the decision and the reasons for it must be recorded.