Interaction between the Code with other complaints processes

The Code does not cover complaints which are already covered by statutory processes set out in law or other guidance.

There will be occasions where a complaint may cover some matters which fall under a statutory complaints process.

Where this is the case, the whole complaint should be dealt with under the statutory process, unless the matters complained of can be easily separated and responded to separately.

Officers responsible for managing complaints under the Code should ensure there are effective processes in place for working with officers responsible for managing statutory complaints processes. We consider it good practice for complaints handled under the Code and statutory complaints to be managed within a single service. This supports the effective oversight of complaints across the organisation.