Policy
Corporate Governance Framework
Our corporate governance framework sets out the necessary responsibilities and procedures that guarantee we operate properly.
Roles, responsibilities and reporting
The Commission’s Board is responsible for approving the complaints policy and process. The Board also receives quarterly reports on complaints.
The Commission’s Audit and Risk Committee will review the complaints policy, process and performance annually to ensure compliance with best practice.
The Governance team is responsible for:
- providing advice and guidance to all staff and managers on complaints handling
- determining whether expressions of dissatisfaction fall within the remit of the complaints policy
- overseeing the handling of all complaints received to the complaints inbox, including
- determining whether complaints should be resolved at stage one or stage 2
- keeping this policy and complaints handling processes up to date
- monitoring complaints data and coordinating complaint audits
- monitoring and reviewing the Commission’s complaints performance and the progress of actions relating to lessons learned
- conducting stage 2 complaint investigations and providing support and oversight to staff resolving stage one complaints.
Previous sectionAll Commission staff will be familiar with this policy to enable them to resolve stage 1 complaints and provide advice to complainants about how to make a complaint. All staff have the responsibility to report formal complaints to Governance if escalation is required.
Other procedures
Last updated: 15 January 2026
Show updates to this content
No changes to show.