Children (Detention Centres) Regulation 2015

As soon as practicable after receiving a complaint, the referee must notify the complainant of the following—

the fact that the referee is dealing with the complaint,

how the referee may be contacted about the complaint,

the procedures to be followed by the referee in dealing with the complaint (including whether the complainant will be invited to appear before the referee to make representations in connection with the complaint),

when the complainant can expect a decision on the complaint.

As soon as practicable after making a decision on a complaint, the referee must notify the complainant—

of the decision that has been made, and

of the action (if any) that the complainant can expect to occur as a consequence of the decision.

As far as is practicable, all such information is to be communicated in such a way so as to be readily understood by the complainant.

The complaints guidelines may specify classes of complaint (being complaints of a trivial nature) in respect of which notice under this clause need not be given or may be given orally.