2.5 Expectation All issues or outcomes The key issues or There is little or no Management which cannot be dealt outcomes which cannot mention or explanation with / achieved are be dealt with / for issues or outcomes clearly identified and achieved have been which cannot be evidence of identified and achieved or any right of consideration given is explained. Details of appeal held on file. A detailed any right of appeal explanation and details given to the of any right of appeal complainant have been given to the complainant 2.6 Personalised Contacts made Contacts made Little or no attempt to Contacts according to identified according to identified identify or make wishes of complainant wishes of complainant contacts according to and in a personalised wishes of complainant way – both verbally and in writing (if complainant wishes) Section 3 Investigation Best Practice Good Practice Sub-standard Mark / N/A Comments 1 2 3 3.1 Evidence: Evidence relied on in Evidence relied on in Evidence relied on in Availability and reaching a decision is reaching a decision is reaching a decision not accessibility clearly identified and contained in the file but clearly available or recorded, and can be requires detailed documented located easily searching 3.2 Evidence: Balance Information has been The complainants views Little or no attempt has gathered from the have been considered been made to find
2.5 Expectation Management All issues or outcomes which cannot be dealt with / achieved are clearly identified and evidence of consideration given is held on file. A detailed explanation and details of any right of appeal have been given to the complainant The key issues or outcomes which cannot be dealt with / achieved have been identified and explained. Details of any right of appeal given to the complainant There is little or no mention or explanation for issues or outcomes which cannot be achieved or any right of appeal 2.6 Personalised Contacts Contacts made according to identified wishes of complainant and in a personalised way – both verbally and in writing (if complainant wishes) Contacts made according to identified wishes of complainant Little or no attempt to identify or make contacts according to wishes of complainant Section 3 Investigation Best Practice 1 Good Practice 2 Sub-standard 3 Mark / N/A Comments 3.1 Evidence: Availability and accessibility Evidence relied on in reaching a decision is clearly identified and recorded, and can be located easily Evidence relied on in reaching a decision is contained in the file but requires detailed searching Evidence relied on in reaching a decision not clearly available or documented 3.2 Evidence: Balance Information has been gathered from the The complainants views have been considered Little or no attempt has been made to find
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