When we receive a complaint, we check it to see whether the issue being complained about is within our area of responsibility under the law.
The purpose of an investigation is to find out if there is enough evidence to support the complaint. If we find enough evidence to support the complaint, we call this a well-founded complaint.
After an investigation where the complaint is well-founded, we may try to resolve the complaint informally by helping those involved to agree a solution. Where this is not possible or appropriate, we will ask the court to make a decision about what should happen.
If we don’t find enough evidence to support the complaint, we call this a not well-founded complaint.
You can read more about how we manage complaints in our Complaints and Investigation Procedures.