Supporting someone with a complaint

Complaints about Members of the House of Lords and their staff are investigated under the Code of Conduct by the Lords Commissioners for Standards and their team. They may be assisted by an ICGS investigator. For more information on how this process works you can contact the Commissioners’ office (email: lordsstandards@parliament.uk).

What is the ICGS?

The ICGS is Parliament’s independent mechanism for handling bullying, harassment or sexual misconduct complaints. It applies to all current and former members of the parliamentary community and is an important step forward in tackling inappropriate behaviour in Parliament.

All ICGS complaints go through four steps.

Step 1: ICGS Helpline

Someone contacts the helpline for information or to make a complaint.

Step 2: Initial Assessment 

If someone makes a complaint, the ICGS team reviews the information and makes a recommendation to the Independent Investigator.

The investigator reviews this recommendation and decides whether the complaint meets the criteria for an ICGS investigation.

Step 3: Full Assessment (investigation)

If the complaint meets the required criteria, the investigator conducts an independent investigation and gathers evidence.

The investigator speaks directly with the person making the complaint (the complainant), the person complained about (the respondent) and any witnesses.

Step 4: Completion and outcome

The investigator writes a report explaining whether they recommend the complaint is upheld or not upheld. This report is sent to the complainant, respondent and the decision-making body.

The decision-making body will review the report and decide what the appropriate next steps or sanction might be. Find out more about the role of decision-making bodies.

Depending on who you are supporting, you may find it helpful to read our guide for complainants and our guide for respondents.

What is a trusted supporter?

Making a complaint or being involved in an investigation can be difficult for everyone involved. It is important that people feel supported.

We encourage those involved in an investigation to get support through the ICGS and Parliament. However, we also understand that they may also want to speak to someone close to them, that they trust, about what has happened.

Trusted supporters do not have a formal role in an ICGS investigation. However, you make a valuable contribution by supporting people involved in a complaint. You may be approached by a complainant or a respondent because you already have an existing relationship with them, or they want to make you aware of the situation for support.

Witnesses cannot be trusted supporters. A witness is a person who can provide evidence in an ICGS investigation. That evidence may help determine the outcome of a complaint.

There are two types of trusted supporters:

Personal supporters

A personal supporter may include:

• a colleague
• a friend
• a family member

You might help by:

• giving emotional support
• helping them think through their options (for example, informal resolution)
• helping them understand emails, letters or reports shared as part of the investigation
• encouraging them to use the support services available as part of the process

Usually only a trade union representative or colleague can attend investigation meetings. But in exceptional circumstances, or as a reasonable adjustment, a friend or family member may be able to attend. Please speak to the investigator or ICGS team if this is something you would like to consider.

Professional supporters

A professional supporter may include:

• staff or trade union representatives
• Members’ and Peers’ Staff Association (MAPSA) representatives
• a line manager
• party whips
• HR services

Professional supporters can offer all the support personal supporters can. As members of the parliamentary community, they are also able to provide additional help, such as:

• arranging temporary changes to work or hours
• arranging support at ICGS meetings during working hours

What should I do if I attend an investigation meeting?

You should:

• focus on supporting the person
• ask for a break if you feel the person needs it for welfare reasons
• help them understand the question if they are unsure what they are being asked

You should not:

• answer questions for the attendee
• prompt or coach the attendee
• interrupt or disrupt the flow of the meeting or interview
• stop the investigator asking questions

Meetings and interviews are an important part of the complaints process. The independent investigator will do everything they reasonably can to make sure the person you are supporting feels supported.

In rare cases, the investigator may ask you to leave if they believe your presence is unhelpful or distracting.

If you are a colleague or union representative, it is your choice whether to attend a meeting as a professional supporter. If you agree to attend, the person you are supporting should tell the investigator in advance.

All trusted supporters must help the investigation continue smoothly.

This includes:

• being available for planned meetings
• keeping agreed appointments
• avoiding delays

Delays can have a negative impact on the wellbeing of everyone involved. If your availability is causing delays, the investigator may decide to continue without you so the process can move forward fairly and in good time.

What are the benefits of having a trusted supporter?

As a trusted supporter, you can provide important support for someone going through a difficult time.

Your support can also help the complainant or respondent:

• engage with the investigation process with more confidence and understanding
• plan and organise to allow the investigation to progress in a timely way
• ensure the process considers any adjustments or changes to allow parties to participate fully
• feel safe at work while their complaint is being investigated

Why is confidentiality important?

Confidentiality is essential. This means that you should not discuss any information about the complaint with anyone else.

Sharing information can:

• harm the wellbeing of others
• affect the fairness of the investigation
• damage people’s reputations
• lead to consequences that affect the person you are supporting
• be considered by the investigator or decision‑making body when recommending sanctions

You need to maintain confidentiality even after an investigation has completed. Everyone involved in an investigation will have this requirement made clear to them and has agreed to maintain confidentiality as part of their involvement in the ICGS process.

You may need to remind the person you are supporting of their responsibility to maintain confidentiality during an investigation, as well as being mindful of your own.

Where can I go for more information and support?

If you are unsure about your role or have questions, you can contact the ICGS Engagement Manager (email: icgs@parliament.uk).

The person you are supporting will also be able to contact the Engagement Manager, and you can attend these meetings with them if this would be helpful.