respond openly and appropriately to any comment or complaint made to you. If a complaint is made to you then you should ensure the individual making it understands how to use the complaints procedure, explain how it works and when they can expect to receive a response. Offer support in following the procedure to the individual making the complaint if appropriate. Advise your manager as soon as reasonably practicable. Do not discourage individuals from making complaints or discuss complaints with colleagues or anyone other than your manager and do not promise to 'sort it out'.
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