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  3. Corporate Governance Framework

Policy

Corporate Governance Framework

Our corporate governance framework sets out the necessary responsibilities and procedures that guarantee we operate properly.

Published
29 October 2021

Last updated
15 January 2026 - Changes

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  1. Contents
  2. Appendix 5 – Complaints policy
  3. Principles of good complaint handling

Principles of good complaint handling

The Commission have adopted the 6 principles of good complaint handling (opens in new tab) identified by the Parliamentary and Health Service Ombudsman. The 6 principles are:

  1. Getting it right.
  2. Being customer focused.
  3. Being open and accountable.
  4. Acting fairly and proportionately.
  5. Putting things right.
  6. Seeking continuous improvement.
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