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Independent Investigations

Independent Complaint Investigations for Public-Facing Organisations

From single-issue reviews to complex multi-agency cases, we deliver thorough investigations, clear findings, organisational learning and practical recommendations tailored to your organisation.

Tier 1: Standard Single-Issue Investigation

  • Proportionate & Focused: Designed for cases with one or two clear issues, limited documentation and a small number of accounts.
  • Clear, Evidence-Based Review: Includes a defined scope, evidence gathering, timeline creation and a transparent assessment against policy and best practice.
  • Final Report: Providing clear findings, outcomes and practical recommendations, with stakeholder updates where required.

Tier 2: Medium Complexity Investigation

  • Multi-Issue or Cross-Service Cases: Ideal for matters involving several issues, multiple staff accounts and significant documentation.
  • Structured Investigation & Assessment: Includes chronologies, policy mapping across teams or services and regular liaison with key stakeholders.
  • Detailed Findings & Learning: A comprehensive report with clear reasoning, outcomes and improvement recommendations where appropriate.

Tier 3: High Complexity or Multi-Agency Investigation

  • Serious or High-Risk Concerns: uitable for safeguarding-related matters, multi-agency involvement, conflicting evidence or high-scrutiny cases.
  • Extensive Evidence Analysis: Provides a robust report with organisational learning, root-cause insights and clear, practical recommendations.
  • Comprehensive Report & Improvement: Action Plan Provides a robust investigation report with organisational learning, root-cause insights and clear recommendations.

Add-on Services

Review of Action Plan

A detailed review of your action plan to ensure proposed improvements are proportionate, achievable and aligned with the investigation findings.

Action Plan Sign-Off

Independent verification that agreed actions have been completed, with evidence checks and assurance that improvements have been implemented as planned.

Leadership Briefing Session

A focused session for senior leaders and governance teams summarising key findings, organisational risks, learning themes and recommended next steps.

Learning Summary Report

A concise summary highlighting root causes, themes, learning opportunities and system-level insights for senior leaders and governance groups.

Team Feedback Session / Debrief

A 60–90 minute facilitated session exploring investigation themes, staff reflections, communication challenges and organisational learning to strengthen practice.

Policy Alignment Audit

A structured audit reviewing your policies and procedures against investigation findings and recognised best practice, helping ensure consistency, clarity and alignment across your organisation.

Retainer Packages for
Ongoing Investigation Support

Flexible annual plans that give your organisation priority access, predictable capacity and discounted independent investigation support throughout the year.

Silver

Ideal for organisations needing dependable investigation support and regular independent capacity throughout the year.

What's included:
  • Three standard investigations
  • 15% discount on additional investigations
  • Priority scheduling
  • Quarterly case review call
  • A cost-effective way to manage fluctuating caseloads and changing demand.
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Gold

Perfect for organisations with higher complaint volumes or more complex operational demands.

What's included:
  • Six standard investigations
  • 20% discount on complex investigations
  • Priority start within 5 working days
  • Reliable independent support for ongoing or repeat concerns and complex cases.
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Platinum

The most comprehensive package for organisations needing rapid response, independent capacity and strategic learning.

What's included:
  • Ten standard investigations
  • 25% discount on complex investigations
  • Priority start within 48 hours
  • Annual thematic learning report
  • Independent capacity throughout the year to support high-demand teams and services.
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// FAQS

Frequently asked questions

Answers to common questions about commissioning independent investigations.

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We investigate single-issue, multi-issue and complex multi-agency cases across public services, regulated organisations and customer-facing sectors.
We operate independently of your organisation’s decision-making processes. Our role is to review evidence objectively, interview relevant stakeholders and provide impartial findings based on policy, evidence and best practice.
Typically this includes scoping, document review, interviews, evidence analysis, timeline creation and a written report with findings and recommendations. The process is tailored to the complexity of each case.
Timescales depend on complexity, but we will agree realistic timelines at the outset and provide regular updates throughout the investigation.
We usually request relevant policies, case documentation and key contact details. We will guide you through the information needed during the initial scoping stage.
Yes. Many organisations request additional support such as learning summaries, action plan reviews or policy alignment audits following an investigation.
Yes. We offer retainer packages and flexible ongoing support for organisations needing independent investigation capacity throughout the year.
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Book a call to discuss your investigation  needs and discover how The Outcome Practice can support you.

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