A request for compensation or even the prospect of litigation should not automatically bring the complaints process to a halt. In many cases, the complaint investigation serves a different purpose to legal proceedings by identifying what happened, addressing any failings and demonstrating openness. Keeping those processes separate, while ensuring the investigation does not prejudice any legal case, is often the most balanced approach.
It can also help reassure boards that continuing a fair and well-documented complaints investigation is about good governance and organisational learning, not admitting liability. Ultimately, a thorough complaints process can benefit both the organisation and the person raising the concerns, regardless of whether legal proceedings follow.
