First point of contact complaint
• investigated by front line staff • immediate investigation and resolution • resolution can include an apology, putting things right and discretion of sorry fund
Formal complaint
• investigated by a named manager • investigation can take up to 10 working days with a formal response • resolution can include an apology, putting things right and discretion of sorry fund
Formal review
• investigated by an Assistant Director • investigation can take up to 10 working days with a formal response • resolution can include an apology, putting things right and unlimited discretion of sorry fund
• investigated by the NCC complaints specialist • investigation can take up to 25 working days with a formal response • resolution can include an apology, and NCC can instruct YHN to NCC Formal review put things right and can award an appropriate compensation after discussion with policy owner
Ombudsman review
• investigated by an ombudsman investigating officer • investigation does not have a time limit • they have the powers of the high court to order YHN to put things right and to award compensation if they see fit