Independent Complaint Investigation Service

Independent Persons and Independent Investigating Officers

Since 2003, RRC has successfully provided an Independent Person and Independent Investigating Officer service to Local Authorities, voluntary and charitable organisations. RRC was set up initially to provide an Independent Person service to fulfil the independent element of complaints investigated under the Children Act 1989. RRC now provides Independent Persons and Independent Investigating Officers for Local Authority statutory complaint investigations under: 

The Local Authority Social Services Complaints (England) Regulations 2006 

The Children Act 1989 Representations Procedure (England) Regulations 2006 (Children's procedures) 

The Local Authority Social Services and National Health Service Complaints (England) Regulations 2009 (Adult procedures). 

Independent Chairpersons and Independent Panel Members are also provided for Local Authority statutory complaint investigations reviewed at stage 3 of the formal procedures for investigating complaints.

RRC will always fully support complaints from children and young people. Representation, advocacy and other support that might be required is always considered and negotiated with the commissioning organisation. A sensitive and measured approach by Independent Persons and Investigating Officers is always planned especially where complainants are children, older adults and other particularly vulnerable groups. 

RRC is keen to provide the ultimate ‘Independent’ element in each appointment made thus does not employ anyone but rather maintains a network of fully qualified personnel ready and prepared to undertake investigations and reviews and provides them with a comprehensive range of support services, training, guidance and advice to enable them to undertake their professional roles.

Outside of formal Local Authority and Local Health Authority procedures, RRC has undertaken independent complaint investigations for public services within the voluntary and private sector providing independent scrutiny and ensuring a credible and transparent alternative to complaint investigations managed in house. RRC has well established good practice guidelines, procedures and report writing formats that are provided to Independent Persons and Investigating Officers to ensure that they in turn provide the best service possible to both service users and the organisations commissioning the service.

Mediation services are also available and are useful to consider in resolving formal complaints at an early stage. RRC is keen to work with service providers and service users in a mediation capacity providing a solution focused objective and impartial service.