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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:

In the following exceptional circumstances HSE may decide not to investigate where:

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

Updated 2020-08-04