Guidance

What You Can Expect from the OISC

Updated 20 August 2019

• If you contact us in writing, we will reply to you within a reasonable amount of time (usually five working days to acknowledge receipt and ten working days for a full response).
• If we cannot help you with your query/complaint/correspondence, we will try and direct you to an organisation that can.
• We will treat you with respect and dignity.
• We will work with you without discrimination or prejudice.
• We will ensure any information you provide us with is held securely.
• We will never pass your information on to a third party without your permission.
• We will communicate with you via your chosen method where possible.
• We will communicate with you in plain and clear language. If you wish to communicate with us in your own language, we will arrange for a translator, where possible.
• If you complain to us, we will let you know what we can and cannot do for you and explain the timescales and processes involved in investigating your complaint. More information on complaints can be found here.
• We will keep you regularly informed as to the progress of your complaint.
• We will explain the reason for our decisions in writing to you.
• We will publish details on how you can request a review of our complaint decisions.
• We will make it clear to you what we consider to be behaviour that is unacceptable towards our staff.
• We will publish a list of organisations that we have suspended or removed from our scheme.