For example the organisation: 6.1. took an unreasonably long time to answer your complaint, 6.2. didn’t do something that they said they would do, 6.3. didn’t follow their own procedures when considering your complaint, 6.4. were biased in the way they considered a complaint, 6.5. didn’t stick to their own standards (for example a Code of Conduct for employees), 6.6. didn’t take into account relevant rules and regulations, 6.7. didn’t explain their decisions clearly. 7.