MIR 2.12.5

In assessing whether the procedures made by a Recognised Body to investigate complaints about the users of its facilities are satisfactory, the Regulator may have regard to:

(a) whether these procedures include arrangements which enable the Recognised Body to:
(i) acknowledge complaints promptly;
(ii) consider and investigate these complaints objectively, promptly and thoroughly;
(iii) provide a timely reply to the complainant; and
(iv) keep adequate records of complaints and investigations;
(b) the arrangements made to enable a Person who is the subject of a complaint to respond in an appropriate manner to that complaint; and
(c) the documentation of these procedures and the arrangements made to ensure that the existence of these procedures is brought to the attention of Persons who might wish to make a complaint.