Response sent: January 2011

Request:

Can you please provide the instructions and procedures for the handling of an internal complaint review within the Chief Executive's Office. Would you also please provide a specific set of guidelines and procedures? It would also be very useful to have a document outlining the terms of reference that such a person would be expected to work under in a given complaint. 

Outcome:

Successful

Response:

The document 'Policy for Handling Comments and Complaints' is the only document regarding the management of complaints in use within The National Archives, and it contains a section regarding reviews conducted from within the CEO's Office. There is no separate document to this used by the CEO's Office regarding guidelines, instructions or procedures to be followed when undertaking an internal complaint review.