What evidence do you need to look into the complaint?

What evidence do you need to look into the complaint?

As part of looking into the problem raised with us, your investigator will ask both parties to provide us with evidence, such as letters and documents showing the work that has been done.

Our investigator will look at the facts and weigh up the evidence to reach a conclusion. We will give both parties the opportunity to see and comment on the evidence and hear why the investigator has come to a particular view. If at any point the investigator refers to facts that you have not seen, please let them know so they can share it.

Please treat the information provided as being confidential to the people directly involved in the investigation. Please do not pass it on to anyone who is not involved. We can stop the investigation and close the case if you pass on confidential information you have obtained during the investigation to someone who is not directly involved. This is due to the law we operate under and is intended to help people have confidence in the process (and be sure that personal information is protected) while being able to resolve complaints as quickly and fairly as possible.

Please do not send us original documents unless we ask you to. All documents you send to us will be scanned on to our computer system and then destroyed after 28 days. If we do ask you to send us original documents, we will keep them safe and return them to you.