UK NCP complaint handling process

How the UK National Contact Point (UK NCP) handles complaints under the OECD Guidelines for Multinational Enterprises.

UK NCP implements the complaints mechanism set out in the Organisation for Economic Co-operation and Development (OECD) Guidelines for Multinational Enterprises.

Complaints process

UK NCP has established procedures for handling complaints.

Complaints follow a 3-stage process:

  1. making an initial assessment of the complaint
  2. providing mediation and / or conducting a further examination
  3. publishing a final statement

In the case of parallel legal action UK NCP will take into account its parallel legal proceedings guidelines in addition to its established procedures.


If the case is accepted at the initial assessment stage UK NCP will offer free professional mediation to both sides.

If parties cannot come to an agreement the UK NCP will, where appropriate, make specific recommendations to the respondent.

Decision process

The UK NCP conducts desk-based research and can, in exceptional circumstances, undertake field visits to gather evidence as part of its decision process.

Final statement

UK NCP will publish a final statement for all complaints accepted at the initial assessment stage.

The final statement will include either:

  • outcomes of any mediation, including for example a statement agreed between the parties, or
  • the outcome of the complaint, including (where appropriate) specific recommendations to bring the company’s conduct into line with the guidelines

Follow-up statement

The UK NCP publishes a follow-up statement on any recommendations it makes, usually one year after the final statement.

Ask for a review

Parties to UK NCP complaints can request a review after the UK NCP:

  • issues an initial assessment rejecting a complaint
  • issues a final statement

Process limitations

The complaints procedure is not a legal process.


  • has no formal investigatory powers
  • cannot compel businesses to act, or implement its findings and recommendations
Published 7 January 2020