HSE banner

Complaints
Stage 3: Decide whether to investigate complaint

For: HID and ND only

Step 3.1

For: Inspector / Line manager

Is investigating the complaint in line with HSE’s policy?


Decide whether the complaint should be investigated:


Note: a decision not to investigate a complaint must be made by a Band 2 or above; a decision not to investigate because of insufficient resources or other emerging priorities must be made by a Band 1 or above

Back to top

Step 3.2

For: Inspector / Line manager

Is the complaint not for investigation?


If the complaint is not to be investigated:

  • record the decision not to investigate and the reason(s)
  • inform the complainant of the decision and the reason(s) and also record this action 

Back to top

Step 3.3

For: Inspector / Line manager

Is the complaint for investigation?


If the complaint is to be investigated:

  • record the decision to investigate
  • follow the appropriate steps in the investigation procedure, starting at the beginning of stage 3: prepare for the investigation

go to: step 3.1 investigation procedure

Performance standard:

Ensure the investigating inspector is made aware of the complaint

  • within 3 working days, or
  • immediately, where there is an obvious risk of serious personal injury