Stage 2
If you decide to accept our proposal, we will enshrine the key milestones and deliverables in our contract with you. At this stage we will:
- Agree with you and the complainant the terms of the complaint and what the complainant considers to be the effect of the service failing.
- Identify, and agree with you, the relevant law, policies, protocols and guidance, both national and local, which set out what should have happened.
- Prepare and share with you our investigation plan.
- Develop and share with you a contingency plan to manage the risks.
- Collect and analyse the relevant evidence, including interviews where necessary.
- Prepare a draft report, which we will share with you and the complainant to identify any inaccuracies.
- Develop our provisional conclusions and share them with you so you can comment on our analysis, conclusions and any recommendations.
- Provide you with our final report, including our analysis, conclusions and recommendations.
