Our Rules set out what we do and who can complain, and the time limits for submitting a complaint. There are some complaints which we can't look at, and some complaints which we won't normally look at. The Rules also allow us to terminate or suspend consideration of a complaint in certain circumstances.
This Guidance Note explains what some of the terms we use in our Rules mean and how we apply our Rules. It gives some examples to show how we decide what we can and can't look at.
The Guidance Note should be read together with the Rules. If there is any conflict between this Guidance Note and the Rules then the Rules take priority.
The Guidance Note includes some information about our review process. You can find further information about our processes on our website.
If you prefer to read the Guidance Note in document form, you can view it as a pdf:
Guidance on the Rules