Information to be recorded in complaints register
56 Information to be recorded in complaints register
The following information is to be recorded in the relevant complaints register in respect of each complaint—
the date on which the complaint was made,
the name of the complainant,
the substance of the complaint,
the name of the referee for the complaint,
brief particulars of the procedures followed by the referee in dealing with the complaint,
the decision that was made on the complaint,
the date on which the complainant was informed of the referee’s decision on the complaint,
if the complaint was not disposed of within 21 days after it was made, the reason why it was not disposed of within that time,
such other information in relation to the complaint as the complaints guidelines require to be recorded in the register.
The complaints guidelines may specify classes of complaint (being complaints of a trivial nature) in respect of which information is not required to be recorded in the relevant complaints register.
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