{"id":7682,"date":"2025-08-26T12:54:55","date_gmt":"2025-08-26T10:54:55","guid":{"rendered":"https:\/\/elsc.support\/?page_id=7682"},"modified":"2025-08-27T12:11:00","modified_gmt":"2025-08-27T10:11:00","slug":"reporting-a-complaint-handling-procedure","status":"publish","type":"page","link":"https:\/\/elsc.support\/de\/reporting-a-complaint-handling-procedure\/","title":{"rendered":"Reporting a complaint &amp; handling procedure"},"content":{"rendered":"<style>.kb-row-layout-id7682_68be75-f2 > .kt-row-column-wrap{align-content:start;}:where(.kb-row-layout-id7682_68be75-f2 > .kt-row-column-wrap) > .wp-block-kadence-column{justify-content:start;}.kb-row-layout-id7682_68be75-f2 > .kt-row-column-wrap{column-gap:var(--global-kb-gap-lg, 4rem);row-gap:var(--global-kb-gap-md, 2rem);max-width:1200px;margin-left:auto;margin-right:auto;padding-top:var(--global-kb-spacing-xxl, 5rem);grid-template-columns:minmax(0, 1fr);}.kb-row-layout-id7682_68be75-f2 > .kt-row-layout-overlay{opacity:0.30;}@media all and (max-width: 1024px){.kb-row-layout-id7682_68be75-f2 > .kt-row-column-wrap{padding-top:var(--global-kb-spacing-xl, 4rem);padding-right:0px;padding-bottom:var(--global-kb-spacing-xl, 4rem);padding-left:0px;grid-template-columns:minmax(0, 1fr);}}@media all and (max-width: 767px){.kb-row-layout-id7682_68be75-f2 > .kt-row-column-wrap{grid-template-columns:minmax(0, 1fr);}}<\/style><div class=\"kb-row-layout-wrap kb-row-layout-id7682_68be75-f2 alignfull has-theme-palette8-background-color kt-row-has-bg wp-block-kadence-rowlayout\"><div class=\"kt-row-column-wrap kt-has-1-columns kt-row-layout-equal kt-tab-layout-inherit kt-mobile-layout-row kt-row-valign-top\">\n<style>.kadence-column7682_5e2614-5d > .kt-inside-inner-col,.kadence-column7682_5e2614-5d > .kt-inside-inner-col:before{border-top-left-radius:0px;border-top-right-radius:0px;border-bottom-right-radius:0px;border-bottom-left-radius:0px;}.kadence-column7682_5e2614-5d > .kt-inside-inner-col{column-gap:var(--global-kb-gap-sm, 1rem);}.kadence-column7682_5e2614-5d > .kt-inside-inner-col{flex-direction:column;}.kadence-column7682_5e2614-5d > .kt-inside-inner-col > .aligncenter{width:100%;}.kadence-column7682_5e2614-5d > .kt-inside-inner-col:before{opacity:0.3;}.kadence-column7682_5e2614-5d{position:relative;}.kadence-column7682_5e2614-5d, .kt-inside-inner-col > .kadence-column7682_5e2614-5d:not(.specificity){margin-top:0px;margin-bottom:0px;}@media all and (max-width: 1024px){.kadence-column7682_5e2614-5d > .kt-inside-inner-col{padding-bottom:0px;flex-direction:column;justify-content:center;}}@media all and (max-width: 1024px){.kadence-column7682_5e2614-5d, .kt-inside-inner-col > .kadence-column7682_5e2614-5d:not(.specificity){margin-bottom:0px;}}@media all and (max-width: 767px){.kadence-column7682_5e2614-5d > .kt-inside-inner-col{flex-direction:column;justify-content:center;}}<\/style>\n<div class=\"wp-block-kadence-column kadence-column7682_5e2614-5d\"><div class=\"kt-inside-inner-col\"><style>.wp-block-kadence-advancedheading.kt-adv-heading7681_89b789-73_0_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_89b789-73_0_0[data-kb-block=\"kb-adv-heading7681_89b789-73_0_0\"]{margin-bottom:var(--global-kb-spacing-xxs, 0.5rem);font-size:var(--global-kb-font-size-xl, 3rem);line-height:1.2;font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_89b789-73_0_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_89b789-73_0_0[data-kb-block=\"kb-adv-heading7681_89b789-73_0_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_89b789-73_0_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_89b789-73_0_0[data-kb-block=\"kb-adv-heading7681_89b789-73_0_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<h2 class=\"kt-adv-heading7681_89b789-73_0_0 wp-block-kadence-advancedheading has-theme-palette-4-color has-text-color\" data-kb-block=\"kb-adv-heading7681_89b789-73_0_0\">Reporting a complaint &amp; handling procedure<\/h2>\n<\/div><\/div>\n\n<\/div><\/div>\n\n<style>.kb-row-layout-id7682_c19a92-eb > .kt-row-column-wrap{align-content:start;}:where(.kb-row-layout-id7682_c19a92-eb > .kt-row-column-wrap) > .wp-block-kadence-column{justify-content:start;}.kb-row-layout-id7682_c19a92-eb > .kt-row-column-wrap{column-gap:var(--global-kb-gap-lg, 4rem);row-gap:var(--global-kb-gap-md, 2rem);max-width:1200px;margin-left:auto;margin-right:auto;padding-top:var(--global-kb-spacing-sm, 1.5rem);padding-bottom:var(--global-kb-spacing-5xl, 10rem);grid-template-columns:minmax(0, 1fr);}.kb-row-layout-id7682_c19a92-eb > .kt-row-layout-overlay{opacity:0.30;}@media all and (max-width: 1024px){.kb-row-layout-id7682_c19a92-eb > .kt-row-column-wrap{padding-top:var(--global-kb-spacing-xl, 4rem);padding-right:0px;padding-bottom:var(--global-kb-spacing-xl, 4rem);padding-left:0px;grid-template-columns:minmax(0, 1fr);}}@media all and (max-width: 767px){.kb-row-layout-id7682_c19a92-eb > .kt-row-column-wrap{grid-template-columns:minmax(0, 1fr);}}<\/style><div class=\"kb-row-layout-wrap kb-row-layout-id7682_c19a92-eb alignfull has-theme-palette8-background-color kt-row-has-bg wp-block-kadence-rowlayout\"><div class=\"kt-row-column-wrap kt-has-1-columns kt-row-layout-equal kt-tab-layout-inherit kt-mobile-layout-row kt-row-valign-top\">\n<style>.kadence-column7682_c02f6f-86 > .kt-inside-inner-col{padding-top:0px;padding-right:0px;padding-bottom:var(--global-kb-spacing-sm, 1.5rem);padding-left:0px;}.kadence-column7682_c02f6f-86 > .kt-inside-inner-col,.kadence-column7682_c02f6f-86 > .kt-inside-inner-col:before{border-top-left-radius:0px;border-top-right-radius:0px;border-bottom-right-radius:0px;border-bottom-left-radius:0px;}.kadence-column7682_c02f6f-86 > .kt-inside-inner-col{column-gap:var(--global-kb-gap-sm, 1rem);}.kadence-column7682_c02f6f-86 > .kt-inside-inner-col{flex-direction:column;}.kadence-column7682_c02f6f-86 > .kt-inside-inner-col > .aligncenter{width:100%;}.kadence-column7682_c02f6f-86 > .kt-inside-inner-col:before{opacity:0.3;}.kadence-column7682_c02f6f-86{position:relative;}@media all and (max-width: 1024px){.kadence-column7682_c02f6f-86 > .kt-inside-inner-col{flex-direction:column;justify-content:center;}}@media all and (max-width: 767px){.kadence-column7682_c02f6f-86 > .kt-inside-inner-col{flex-direction:column;justify-content:center;}}<\/style>\n<div class=\"wp-block-kadence-column kadence-column7682_c02f6f-86\"><div class=\"kt-inside-inner-col\"><style>.wp-block-kadence-advancedheading.kt-adv-heading7681_763076-bc_0_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_763076-bc_0_0[data-kb-block=\"kb-adv-heading7681_763076-bc_0_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_763076-bc_0_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_763076-bc_0_0[data-kb-block=\"kb-adv-heading7681_763076-bc_0_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_763076-bc_0_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_763076-bc_0_0[data-kb-block=\"kb-adv-heading7681_763076-bc_0_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_763076-bc_0_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_763076-bc_0_0\">To file a complaint, please email <a href=\"mailto:complaints@elsc.support\">complaints@elsc.support<\/a><br><em>See below for details on the reporting and handling process.<\/em><\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7682_ea877c-30_0, .wp-block-kadence-advancedheading.kt-adv-heading7682_ea877c-30_0[data-kb-block=\"kb-adv-heading7682_ea877c-30_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7682_ea877c-30_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7682_ea877c-30_0[data-kb-block=\"kb-adv-heading7682_ea877c-30_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7682_ea877c-30_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7682_ea877c-30_0[data-kb-block=\"kb-adv-heading7682_ea877c-30_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7682_ea877c-30_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7682_ea877c-30_0\">Our complaints process is designed to be accessible, fair, confidential, timely, and accountable, ensuring it is easy to use and understand, treats all parties with impartiality and respect, safeguards confidentiality by sharing information only as necessary, resolves issues efficiently, and takes responsibility for mistakes while working to prevent them in the future.<\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_0bbf55-3c_0_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_0bbf55-3c_0_0[data-kb-block=\"kb-adv-heading7681_0bbf55-3c_0_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_0bbf55-3c_0_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_0bbf55-3c_0_0[data-kb-block=\"kb-adv-heading7681_0bbf55-3c_0_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_0bbf55-3c_0_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_0bbf55-3c_0_0[data-kb-block=\"kb-adv-heading7681_0bbf55-3c_0_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<h1 class=\"kt-adv-heading7681_0bbf55-3c_0_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_0bbf55-3c_0_0\">How to file a Complaint<\/h1>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_fab01a-f2_0_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_fab01a-f2_0_0[data-kb-block=\"kb-adv-heading7681_fab01a-f2_0_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_fab01a-f2_0_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_fab01a-f2_0_0[data-kb-block=\"kb-adv-heading7681_fab01a-f2_0_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_fab01a-f2_0_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_fab01a-f2_0_0[data-kb-block=\"kb-adv-heading7681_fab01a-f2_0_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_fab01a-f2_0_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_fab01a-f2_0_0\">Email: <a href=\"mailto:complaints@elsc.support\" target=\"_blank\" data-type=\"mailto\" data-id=\"mailto:johndoe@fakeemail.com\" rel=\"noreferrer noopener\">complaints@elsc.support<\/a><br>If you need help making a complaint\u2014for example, due to a disability or language barrier\u2014please let us know and we will make appropriate adjustments.<\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7682_169dcc-b9_0, .wp-block-kadence-advancedheading.kt-adv-heading7682_169dcc-b9_0[data-kb-block=\"kb-adv-heading7682_169dcc-b9_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7682_169dcc-b9_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7682_169dcc-b9_0[data-kb-block=\"kb-adv-heading7682_169dcc-b9_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7682_169dcc-b9_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7682_169dcc-b9_0[data-kb-block=\"kb-adv-heading7682_169dcc-b9_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<h1 class=\"kt-adv-heading7682_169dcc-b9_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7682_169dcc-b9_0\">What to Include in Your Complaint<\/h1>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_e7fdaf-da_0_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_e7fdaf-da_0_0[data-kb-block=\"kb-adv-heading7681_e7fdaf-da_0_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_e7fdaf-da_0_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_e7fdaf-da_0_0[data-kb-block=\"kb-adv-heading7681_e7fdaf-da_0_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_e7fdaf-da_0_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_e7fdaf-da_0_0[data-kb-block=\"kb-adv-heading7681_e7fdaf-da_0_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_e7fdaf-da_0_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_e7fdaf-da_0_0\">To help us address your concerns effectively, please provide:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Your name and preferred contact details&nbsp;<\/li>\n\n\n\n<li>A clear description of the issue&nbsp;<\/li>\n\n\n\n<li>Dates and names of anyone involved (if known)&nbsp;<\/li>\n\n\n\n<li>Any relevant documents or evidence&nbsp;<\/li>\n\n\n\n<li>The outcome you are seeking (e.g. apology, explanation, service review)&nbsp;<\/li>\n<\/ul>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7682_858285-f5_0, .wp-block-kadence-advancedheading.kt-adv-heading7682_858285-f5_0[data-kb-block=\"kb-adv-heading7682_858285-f5_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7682_858285-f5_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7682_858285-f5_0[data-kb-block=\"kb-adv-heading7682_858285-f5_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7682_858285-f5_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7682_858285-f5_0[data-kb-block=\"kb-adv-heading7682_858285-f5_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<h1 class=\"kt-adv-heading7682_858285-f5_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7682_858285-f5_0\">Handling procedure and timeline<\/h1>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_559d82-68_0_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_559d82-68_0_0[data-kb-block=\"kb-adv-heading7681_559d82-68_0_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_559d82-68_0_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_559d82-68_0_0[data-kb-block=\"kb-adv-heading7681_559d82-68_0_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_559d82-68_0_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_559d82-68_0_0[data-kb-block=\"kb-adv-heading7681_559d82-68_0_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_559d82-68_0_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_559d82-68_0_0\"><strong>Step 1: Acknowledgement<\/strong><\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_ba8cdd-4c_0_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_ba8cdd-4c_0_0[data-kb-block=\"kb-adv-heading7681_ba8cdd-4c_0_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_ba8cdd-4c_0_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_ba8cdd-4c_0_0[data-kb-block=\"kb-adv-heading7681_ba8cdd-4c_0_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_ba8cdd-4c_0_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_ba8cdd-4c_0_0[data-kb-block=\"kb-adv-heading7681_ba8cdd-4c_0_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_ba8cdd-4c_0_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_ba8cdd-4c_0_0\"><strong>A Committee consisting<\/strong> of the <em>Chief of Operations, the Chief of Legal and the department<\/em> Head of Monitor and Research receives and handles complaints. We will acknowledge receipt of your complaint within 7 working days, confirming who is handling it and expected timelines.<\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_0_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_0_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_0_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_0_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_0_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_0_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_0_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_0_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_0_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_f4e579-06_0_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_f4e579-06_0_0\"><strong>Step 2: Investigation<\/strong><\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_1_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_1_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_1_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_1_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_1_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_1_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_1_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_1_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_1_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_f4e579-06_1_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_f4e579-06_1_0\">A designated manager (not involved in the issue) will investigate your complaint, which may include reviewing records, speaking with staff, and requesting further information from you. This process is usually completed within 15 working days after the acknowledgement. The investigation may be carried out internally or externally.<\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_2_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_2_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_2_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_2_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_2_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_2_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_2_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_2_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_2_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_f4e579-06_2_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_f4e579-06_2_0\"><strong>Step 3: Response<\/strong><\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_3_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_3_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_3_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_3_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_3_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_3_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_3_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_3_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_3_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_f4e579-06_3_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_f4e579-06_3_0\">We will provide a written response detailing:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>The outcome of the investigation&nbsp;<\/li>\n\n\n\n<li>Any actions taken or proposed&nbsp;<\/li>\n\n\n\n<li>Information about next steps, including your right to escalate&nbsp;<\/li>\n<\/ul>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7682_09c2d1-55_0, .wp-block-kadence-advancedheading.kt-adv-heading7682_09c2d1-55_0[data-kb-block=\"kb-adv-heading7682_09c2d1-55_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7682_09c2d1-55_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7682_09c2d1-55_0[data-kb-block=\"kb-adv-heading7682_09c2d1-55_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7682_09c2d1-55_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7682_09c2d1-55_0[data-kb-block=\"kb-adv-heading7682_09c2d1-55_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7682_09c2d1-55_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7682_09c2d1-55_0\">If the matter is complex and more time is needed, we will inform you and update you regularly.<\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_4_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_4_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_4_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_4_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_4_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_4_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_4_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_4_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_4_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_f4e579-06_4_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_f4e579-06_4_0\"><strong>4. Escalation Process<\/strong><\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_5_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_5_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_5_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_5_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_5_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_5_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_5_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_5_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_5_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_f4e579-06_5_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_f4e579-06_5_0\">If you are dissatisfied with our response, you can request an internal review from the Executive Director. This must be requested within <strong>20 working days of our response<\/strong>.<\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7682_4d68cd-80, .wp-block-kadence-advancedheading.kt-adv-heading7682_4d68cd-80[data-kb-block=\"kb-adv-heading7682_4d68cd-80\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7682_4d68cd-80 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7682_4d68cd-80[data-kb-block=\"kb-adv-heading7682_4d68cd-80\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7682_4d68cd-80 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7682_4d68cd-80[data-kb-block=\"kb-adv-heading7682_4d68cd-80\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7682_4d68cd-80 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7682_4d68cd-80\">If the matter remains unresolved, external options may include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Legal Ombudsman (UK):<\/strong> <a href=\"https:\/\/www.legalombudsman.org.uk\/\" target=\"_blank\" rel=\"noreferrer noopener\">www.legalombudsman.org.uk<\/a>&nbsp;<\/li>\n\n\n\n<li><strong>Bar\/Legal Regulatory Authorities<\/strong> in your jurisdiction (e.g., SRA, Law Society of Ireland, EU national equivalents)&nbsp;<\/li>\n\n\n\n<li><strong>EU Online Dispute Resolution (ODR) platform<\/strong> (for cross-border disputes): <a href=\"https:\/\/ec.europa.eu\/consumers\/odr\/\" target=\"_blank\" rel=\"noreferrer noopener\">https:\/\/ec.europa.eu\/consumers\/odr\/<\/a>&nbsp;<\/li>\n<\/ul>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_6_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_6_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_6_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_6_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_6_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_6_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_6_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_6_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_6_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_f4e579-06_6_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_f4e579-06_6_0\"><strong>5. Continuous Improvement<\/strong><\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_7_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_7_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_7_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_7_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_7_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_7_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_7_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_7_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_7_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_f4e579-06_7_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_f4e579-06_7_0\">All complaints are logged and reviewed annually to identify trends, improve training, and refine our support services.<\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_8_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_8_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_8_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_8_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_8_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_8_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_8_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_8_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_8_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_f4e579-06_8_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_f4e579-06_8_0\"><strong>6. Contact<\/strong><\/p>\n\n\n<style>.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_9_0, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_9_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_9_0\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_9_0 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_9_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_9_0\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_9_0 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading7681_f4e579-06_9_0[data-kb-block=\"kb-adv-heading7681_f4e579-06_9_0\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<p class=\"kt-adv-heading7681_f4e579-06_9_0 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading7681_f4e579-06_9_0\">For questions about this policy or assistance in submitting a complaint, please contact us at complaints@elsc.support<\/p>\n<\/div><\/div>\n\n<\/div><\/div>","protected":false},"excerpt":{"rendered":"<p>Reporting a complaint &amp; handling procedure To file a complaint, please email complaints@elsc.supportSee below for details on the reporting and handling process. Our complaints process is designed to be accessible, fair, confidential, timely, and accountable, ensuring it is easy to use and understand, treats all parties with impartiality and respect, safeguards confidentiality by sharing information&#8230;<\/p>","protected":false},"author":11,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kadence_starter_templates_imported_post":false,"_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"_kad_post_classname":"","footnotes":""},"class_list":["post-7682","page","type-page","status-publish","hentry"],"acf":[],"taxonomy_info":[],"featured_image_src_large":false,"author_info":{"display_name":"Bashar","author_link":"https:\/\/elsc.support\/de\/author\/bashar\/"},"comment_info":0,"_links":{"self":[{"href":"https:\/\/elsc.support\/de\/wp-json\/wp\/v2\/pages\/7682","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/elsc.support\/de\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/elsc.support\/de\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/elsc.support\/de\/wp-json\/wp\/v2\/users\/11"}],"replies":[{"embeddable":true,"href":"https:\/\/elsc.support\/de\/wp-json\/wp\/v2\/comments?post=7682"}],"version-history":[{"count":2,"href":"https:\/\/elsc.support\/de\/wp-json\/wp\/v2\/pages\/7682\/revisions"}],"predecessor-version":[{"id":7694,"href":"https:\/\/elsc.support\/de\/wp-json\/wp\/v2\/pages\/7682\/revisions\/7694"}],"wp:attachment":[{"href":"https:\/\/elsc.support\/de\/wp-json\/wp\/v2\/media?parent=7682"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}