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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 complaint investigations, clear findings, organisational learning and actionable recommendations tailored to your sector.

Tier 1: Standard Single-Issue Investigation

  • Proportionate & Focused: Designed for complaints with 1–2 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.
  • Final Report: Providing clear findings, outcomes and recommended actions, supported by direct complainant updates.
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Tier 2: Medium Complexity Investigation

  • Multi-Issue or Cross-Service Complaints: Ideal for cases involving several heads of complaint, multiple staff accounts and significant documentation.
  • Structured, Investigation & Assessment: Includes chronologies, policy mapping across services, and regular liaison with the complainant.
  • Detailed Findings & Learning: A comprehensive investigation report with clear reasoning, outcomes and improvement actions.
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Tier 3: High Complexity or Multi-Agency Investigation

  • Serious or High-Risk Concerns: Suitable for safeguarding-related complaints, multi-agency involvement, conflicting evidence or high-scrutiny cases.
  • Extensive Evidence Analysis: Includes multi-agency interviews, large document review, complex timeline reconstruction and senior-level liaison.
  • Comprehensive Report & Improvement: Action Plan Provides a robust investigation report with organisational learning, root-cause insights and clear recommendations.
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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 findings of the investigation.

Action Plan Sign-Off

Independent verification that all 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 — designed for senior leaders, Boards and governance committees.

Team Feedback Session / Debrief

A 60–90 minute facilitated session exploring investigation themes, staff reflections, communication issues and organisational learning. Helps embed improvements and strengthen practice.

Policy Alignment Audit

A structured audit reviewing your policies and procedures against the investigation findings and sector best practice, ensuring alignment with regulatory expectations in England and Wales.

Retainer Packages for
Ongoing Investigation Support

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

Silver

Ideal for organisations needing dependable investigation support 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.
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Gold

Perfect for organisations with higher complaint volumes or 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.
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Platinum

The most comprehensive package for organisations needing rapid response 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 for high-demand services.
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// FAQS

Frequently asked questions

Answers to common questions about commissioning independent complaint investigations, evidence review, reporting and how we work with public-facing services across England and Wales.

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We investigate single-issue, multi-issue and complex multi-agency complaints across Housing, Local Authorities, NHS, Primary Care, Police and wider public-facing services in England and Wales.
We work completely independently from the organisation’s internal processes. All findings, analysis and recommendations are based solely on the evidence, policies and professional standards relevant to the case.
Depending on complexity, this may include issue clarification, evidence gathering, staff interviews, chronology building, policy review, analysis and a clear, defensible conclusion report with learning and actions.
Timescales vary by tier. All investigations operate within statutory timeframes where legislated. Retainer clients benefit from priority start times.
We typically request the complaint, relevant correspondence, staff details, key policies, case notes, and any prior internal reviews. We will advise exactly what’s required at the outset.
Yes — add-ons such as Learning Summary Reports, Action Plan Reviews, Team Debriefs and Policy Alignment Audits can be included as needed.
Yes. Our Silver, Gold and Platinum retainers offer guaranteed investigation capacity, priority allocation and discounted rates throughout the year.