{
  "url": "https://openlegislation.uk/national-health-service-complaints-regulations-2004/regulation-12",
  "json_url": "https://openlegislation.uk/national-health-service-complaints-regulations-2004/regulation-12.json",
  "legislation": "uksi/2004/1768",
  "legislation_title": "The National Health Service (Complaints) Regulations 2004",
  "legislation_url": "https://openlegislation.uk/national-health-service-complaints-regulations-2004",
  "path": "regulation/12",
  "kind": "regulation",
  "number": "12",
  "heading": "Investigation",
  "text": "(1) The complaints manager must investigate the complaint to the extent necessary and in the manner which appears to him most appropriate to resolve it speedily and efficiently.\n(2) The complaints manager may, in any case where he thinks it would be appropriate to do so and with the agreement of the complainant, make arrangements for conciliation, mediation or other assistance for the purposes of resolving the complaint, and in any such case the NHS body must ensure that appropriate conciliation or mediation services are available.\n(3) The complaints manager must take such steps as are reasonably practicable to keep the complainant informed about the progress of the investigation.",
  "extent": null,
  "status": null,
  "version": "current",
  "annotations": [],
  "outstanding_effects": [],
  "provenance": {
    "source": "legislation.gov.uk",
    "source_url": "https://www.legislation.gov.uk/uksi/2004/1768/regulation/12",
    "retrieved_at": "2026-10-29T05:22:56.607863+00:00"
  },
  "licence": "Open Government Licence v3.0",
  "licence_url": "https://www.nationalarchives.gov.uk/doc/open-government-licence/version/3/",
  "attribution": "Contains public sector information licensed under the Open Government Licence v3.0. Source: legislation.gov.uk, The National Archives."
}