Reasonable adjustments 

The Equality Act 2010 says organisations exercising public functions must anticipate the needs of people with disabilities who may need to access services and make appropriate reasonable adjustments.

It is important that complaint handlers adhere to any reasonable adjustments agreed between the organisation and the complainant. However, complaint handlers should look out for any changes in a complainant’s circumstances which may require existing reasonable adjustments to be reviewed or new adjustments to be put in place.

If a complainant appears to be struggling to engage with the complaints process it may be helpful to speak to them to understand whether they might benefit from support such as advocacy.

When a complainant is struggling to engage with the complaints process, this can often cause frustration and distress that may result in unreasonable actions. It is important to consider whether any support can be put in place to help the complainant before taking any action to manage or restrict their contact with the organisation. This is explored further in our guidance on managing unreasonable actions.

Complaint handlers should ensure they are familiar with the availability of local advice and advocacy services and how people can access these.