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Informal resolution 


  • If possible, we believe it’s best to deal with things straight away rather than try to sort them out later. 
  • If you have a concern, raise it with the person you’re dealing with. 
  • He or she will try to resolve it for you there and then.  
  • If there are any lessons to learn from addressing your concern then the member of staff will draw them to our attention.   
  • If the member of staff can’t help, they will explain why and you can then ask for a formal investigation.