complainant / that alongside the views of information in support supports the the organisation of differing views complainants views as well as from / on behalf of the organisation 3.3 Evidence: Relevant Any policy, guidance, Some relevant policy, Little or no reference Standards law or other standard guidance, law or other has been made to directly relevant to the standard has been relevant policy, service concerned has identified and taken guidance, law or other been clearly identified into account standard and taken into account 3.4 Evidence: Bias The investigation is There is no indication There is evidence of a demonstrably free from of actual or apparent possible or actual bias any apparent or actual bias in the investigation (conscious or bias otherwise) in the investigation Section 4 Decision Best Practice Good Practice Sub-standard Mark / N/A Comments 1 2 3 4.1 Tone of Demonstrates Makes some attempt to No attempt to reflect Explanation understanding of the acknowledge feelings the views of the Is the explanation impact of each issue on and impact but uses complainant and may customer focussed? the complainant. Uses clichés or standard even seek to direct Does it show a personalised phrases rather than blame at them for this understanding of the approach. Explains personalised approach or other issues impact of the issues on agreement and the complainant? disagreement with the (irrespective of complainant with equal
complainant / that supports the complainants views as well as from / on behalf of the organisation alongside the views of the organisation information in support of differing views 3.3 Evidence: Relevant Standards Any policy, guidance, law or other standard directly relevant to the service concerned has been clearly identified and taken into account Some relevant policy, guidance, law or other standard has been identified and taken into account Little or no reference has been made to relevant policy, guidance, law or other standard 3.4 Evidence: Bias The investigation is demonstrably free from any apparent or actual bias There is no indication of actual or apparent bias in the investigation There is evidence of a possible or actual bias (conscious or otherwise) in the investigation Section 4 Decision Best Practice 1 Good Practice 2 Sub-standard 3 Mark / N/A Comments 4.1 Tone of Explanation Is the explanation customer focussed? Does it show understanding of the impact of the issues on the complainant? (irrespective of Demonstrates understanding of the impact of each issue on the complainant. Uses a personalised approach. Explains agreement and disagreement with the complainant with equal Makes some attempt to acknowledge feelings and impact but uses clichés or standard phrases rather than personalised approach No attempt to reflect the views of the complainant and may even seek to direct blame at them for this or other issues
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