OPG publishes guidance on complaints procedure and feedback processes
The Office of the Public Guardian (OPG) has published guidance outlining its complaints procedure and feedback processes. The guidance sets out a ten working day timeframe for responses, with extensions permitted for complex investigations. It clarifies that the OPG handles complaints relating to its supervisory services but cannot consider matters involving decisions or processes of the Court of Protection or the High Court, as these fall outside its remit. Complaints regarding legal advice or services are also excluded and should instead be directed to the Solicitors Regulation Authority. The procedure establishes a two-tier escalation process, requiring initial complaints to be addressed before referral to the OPG's chief executive, with final recourse available through the Parliamentary and Health Service Ombudsman via MP referral.