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Acting for the complainant
Hold it to its own terms.
You raised something. It has become a process you do not control, run to terms you never saw, on a timetable nobody gave you.
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Complainant
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Complainant
Three sides · One standard
Where it goes wrong
Four places a grievance quietly fails.
It has become a process you do not control, run to terms you never saw, on a timetable nobody gave you. These are the four points worth holding it to.
Scroll
01
Scope
The terms of reference should answer what you actually raised. Where three complaints become one, or the one about a board member quietly falls out, that is a written question asked early.
02
Delay
Drift is the most common failure and it is rarely deliberate. Every chase goes in writing, so the record shows where the time went rather than leaving you to explain it.
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Evidence
You are entitled to know what is being put against your account, and to correct the notes of your own interview before any finding is drawn from them.
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Outcome
Reasons, not a one-line conclusion. If the findings do not address something you raised, that is said before the file closes and while it can still be reopened.
Where it goes wrong
Four places a grievance quietly fails.
It has become a process you do not control, run to terms you never saw, on a timetable nobody gave you. These are the four points worth holding it to.
Scroll
01
Scope
The terms of reference should answer what you actually raised. Where three complaints become one, or the one about a board member quietly falls out, that is a written question asked early.
02
Delay
Drift is the most common failure and it is rarely deliberate. Every chase goes in writing, so the record shows where the time went rather than leaving you to explain it.
03
Evidence
You are entitled to know what is being put against your account, and to correct the notes of your own interview before any finding is drawn from them.
04
Outcome
Reasons, not a one-line conclusion. If the findings do not address something you raised, that is said before the file closes and while it can still be reopened.
Plainly
Hourly, capped by agreement
01 — Whose process
You raised it, and then it stopped being yours. The terms of reference are the one document worth arguing about, because everything the report can say is decided by them.
01 — Whose process
You raised it, and then it stopped being yours. The terms of reference are the one document worth arguing about, because everything the report can say is decided by them.
02 — What it costs
Hourly, and capped by agreement before we start. You will not find out what this costs afterwards — and if holding the process to its own terms takes two letters rather than twenty, it takes two.
02 — What it costs
Hourly, and capped by agreement before we start. You will not find out what this costs afterwards — and if holding the process to its own terms takes two letters rather than twenty, it takes two.
Held to their own terms
The organisations on the other side of this are the ones that instruct us.
The organisations on the other side of this are the ones that instruct us.
Which is why we know what to ask for
Before the terms
are agreed without you.
Before the terms
are agreed without you.
No charge · No conflict · No file opened