Firstly, we will let you know if your Approved Regulator complaint is one the SLCC can investigate.
If it is, we will write to the Approved Regulator requesting its response and any relevant documents to allow us to carry out our investigation. We can ask for more information from you, or the Approved Regulator if needed.
Depending on the nature of the complaint, we may look for opportunities for an agreed outcome between you and the Approved Regulator. In this situation, we will publish a report on the outcome to ensure transparency.
Otherwise, we will complete our investigation. Depending on the complexity of the complaint, we may produce an interim report, which will be shared with both parties for comment.
A final report will be shared with you and the Approved Regulator for comment, then a decision on whether or not to uphold the complaint will be made by a Determination Committee of independent commissioners.
We will submit our final report and decision to Scottish Ministers, who will decide on the sanctions to be applied. We will then our decision and Scottish Ministers’ decision with you and the Approved Regulator.
The format of our report will vary and may, where appropriate, take the form of a letter. In some cases there will be confidential information which we cannot release. You will be advised if information is being restricted.
We will consider whether to publish our full report or a statement on the case, depending on the nature and circumstances of the complaint.