Scope
A complaint may concern service, conduct, accessibility, privacy or failure to follow a published procedure. Substantive expert judgement is not reopened solely because an outcome is unfavourable.
Standards
Complaints and procedural review
EAB considers concerns about service, conduct and process through a route that is fair, documented and proportionate.
How to raise a concern
Provide the relevant programme, dates, people or references, the concern, available evidence and the resolution sought. Anonymous reports may be considered where sufficient information exists.
Handling
EAB acknowledges, triages conflicts, gathers relevant records, offers a proportionate opportunity to respond and records the outcome. Serious matters may be referred to an independent person or appropriate authority.
Review
A procedural review may be available for material error, undisclosed conflict or significant new evidence that could not reasonably have been provided earlier.