Independent Complaints and Grievance Policy

Baroness Manzoor Excerpts

Thursday 21st December 2017 Lords Chamber

[Baroness Evans of Bowes Park]

Confidentiality is one of the key things we have been concerned about. Getting better processes and structures in place to make sure that when people have complaints they are treated confidentially—both the victim and the person being accused—has been at the centre of what we are thinking about. We want to make sure that this works for both parties to reach a good outcome.

On the new behaviour code, the noble Baroness is right about sanctions. That is why in the Statement I talked about whether we need to look at the functions of the parliamentary commissioner. Obviously that would need changes to the code, and they would be brought forward to the House. If it was decided that the ultimate sanction was needed, as the noble Baroness suggests, we would need to change our code of conduct et cetera to achieve that, but that would be for this House as well as the other place to decide.

[Baroness Manzoor (Con)]

My Lords, I, too, very much welcome the Statement and I am grateful for it. Does my noble friend agree that we must ensure that all complaints are dealt with speedily and that the turnaround time for any arbitration is quick, because justice delayed is justice denied? One of the problems I found as Legal Services Ombudsman was that complaints took far too long to deal with and redress needed to come a lot quicker.

[Baroness Evans of Bowes Park]

I thank my noble friend, and I entirely agree with her. That is something that has come through quite clearly in the evidence. We need to deal with these things absolutely fairly but speedily so that all parties can see that the end is in sight.