What happens if mediation or local resolution is unsuccessful in service complaints?
Where initial steps to resolve complaints have not been successful, the complaint is investigated by an SLCC investigator who contacts both parties, makes relevant enquiries and analyses the evidence relating to the complaint. At the conclusion of the investigation, the investigator produces a provisional report which is sent to the parties for comment. The provisional report will include a proposed settlement. If both parties accept the proposal, the complaint will be concluded.
