Complaints
Stage 1: Receive a concern

Ensure the concern is dealt with by the right enforcing authority by:

• checking, if necessary, the relevant enforcing authority guidance
  Note: this link takes you to the investigation procedure for this guidance
• passing the concern to the correct part of HSE, or
• passing it to another relevant enforcing authority, as necessary, and informing the complainant accordingly

Performance standard:

Decide whether HSE is the enforcing authority and take the appropriate action:

• within one working day of receipt, or
• immediately, where there is an obvious risk of serious personal injury

Decide whether the concern 

• meets HSE’s definition of a complaint

Performance standard:

Decide whether the concern is a complaint:

• within one working day of receipt, or
• immediately, where there is an obvious risk of serious personal injury

Where a concern does meet HSE’s definition of a complaint:

• obtain full details of the complaint and, where possible, the complainant
• inform the complainant that they will be provided with either a brief explanation of the outcome of any HSE action or, for a minority of cases, the reasons why HSE has not taken any action
• if necessary, refer a complaint from an abusive or aggressive complainant to a more senior member of staff

Performance standard:

Inform the complainant:

• immediately, wherever possible, e.g. most telephone complaints
• in all cases, within 10 working days. e.g. if complaint received in writing

In HID and ND:

go to stage 3: decide on complaint investigation

In FOD:

• use the appropriate prompt form/checklist or equivalent where relevant
• in the case of pesticides complaints alleging ill health, advise the complainant to see a GP or report to a hospital, and send a copy of the FOD/EMAS1 medical consent form to the complainant, and forward to EMAS when returned
• In the case of a complaint alleging a potential defective product complete a Product Safety Checklist and send to the Product Safety Officer or equivalent where relevant
• refer working time complaints to the working time officer (WTO)

• refer gas complaints to the gas officer (GO)
• refer all other complaints to the complaints officer (CO)

Where a concern does not meet HSE’s definition of a complaint:

• inform the complainant (where contact details are available) why the concern will not be dealt with as a complaint
• if possible, refer the complainant to any another authorities or organisations that may be able to help

Performance standard:

Contact the complainant:

• within 3 working days of the decision