Introductory Text1.Citation, commencement and interpretation2.Matters which may be the subject of a complaint3.Persons who may make a complaint4.Procedure for making a complaint5.Procedure for consideration of a complaint6.Investigation procedure7.Extension of timescales in special circumstances8.Determination of complaints9.Ombudsman’s remit in relation to Part 4 and Part 5 complaintsSignatureExplanatory Note