When Internal Investigations Go Wrong

Blog by Kat Caudrelier


I have come across numerous managers who have been in situations where following an incident, they jump straight to discipline or attempt resolution before understanding what has actually happened.

Afterwards, they discover the facts weren’t as they thought, decisions need to be overturned and the ‘solution’ hasn’t quite solved the problem. What’s more, this approach can have huge legal implications, especially if the incident concerns an employee that you’ve dismissed by not taking into account all the details.



Investigators can be faced with either having too much information or not enough. Too much may mean the investigation takes longer than it should, the investigator must look through copious amounts of documents that may not relate to the issue at hand, which risks the investigation becoming more complex than it needs to be. Not enough information means an investigator may not have full sight of the problem and it can sometimes be difficult to fully understand the what, why, when, where, and how which is integral in any investigation.

I’ve been an investigator for 12 years and I would always prefer too much information over too little but what always makes evidence collection easier is when you know the client’s objectives (they may have 1, they may have 100) and they understand the investigation process that we put the information through.



Communication is key in any relationship. During an investigation, it is paramount that any new evidence or information is flagged and the investigator provides continuous updates on the process and any issues or requirements they haven’t been able to answer with the evidence provided in the initial stages.

On several occasions, I have come across information and evidence that doesn’t provide any insight into the requirement therefore going back to the client and letting them know that either the investigation cannot continue or a request for further information is necessary in order to progress.


Flawed process

An investigation into a situation should always be fully completed before action is taken or decisions are made, especially when they relate to disciplinary and misconduct matters. Companies can act too quickly or sometimes even without an investigation, which can leave the business wide open to reputational damage as well as litigation.

The list of flaws I have come across within an internal investigation process are endless; the most popular being –

  • A decision has been made in haste usually based on bad or incomplete information
  • A decision is not reasonable or balanced
  • People involved in the investigation haven’t been able to represent themselves properly

It is always best to outsource these sorts of investigations to a reliable and independent company (Millbank Solutions, step forward!). This makes the investigation impartial and it is carried out by people with years of industry experience. In the past, I have come across external and internal biases which often creep into an internal investigation without the client even knowing. Stakeholders will also become reassured that any complaints are dealt with effectively.


Repeated process

By taking the time to investigate straight away, you will save time with appeals and potentially looking red-faced when having to face the true facts later down the line. This may lead to completely redoing an investigation or rectifying any mistakes to come to a fair decision. The truth will seek its way out eventually, so wouldn’t you rather find it before mistakes are made and you end up not only embarrassing yourself, but you put your job and the company at risk?

Millbank Solutions will work to inform your reasonable, fair decision-making process.


If you would like to discuss the services provided by Millbank Solutions, contact us via our website here, via email at enquiries@millbanksolutions.co.uk or by phone on +44 (0)208 191 9979 (London) / +44 (0)191 909 7007 (Durham)


Why you should consider choosing Millbank Solutions

Risk Jigsaw Puzzle

No two businesses are the same and each one requires different risk management and security needs. At Millbank Solutions, we tailor our plans and processes to individual requirements and implement them by using a combination of the right expertise, technology and excellent customer service.
By understanding the specific needs and wants of your business and having such a great team in place, we can take any risk or security issue and provide professional, proactive and reliable solutions.

Millbank Solutions prides itself on –


Our team is made up of former police and government specialists with a wealth of experience delivering risk management, corporate intelligence and investigation services within the public and private sector.
We can create specific, bespoke, and specialised risk and security management plans, from investigation and intelligence services to providing training and guidance across a range of business areas.
See for yourself at https://millbanksolutions.co.uk/about-us/our-people/


Our customer service is ‘top-notch’ and we have feedback to prove such a statement.
You will always receive an efficient and effective response from Millbank Solutions and when an investigation has changing circumstances, we are always on hand and can adapt quickly to your evolving requirements.

Transparency and Quality

Our transparency and integrity are second to none and we will always give a truthful, open and honest response to any questions or issues you have. The services we provide are conducted in a caring and responsible manner and in line with legal, moral and ethical guidelines whilst observing any economic or social impact a security issue may have on your company.


If you would like to discuss the services provided by Millbank Solutions, contact us via our website here, via email at enquiries@millbanksolutions.co.uk or by phone on +44 (0)208 191 9979 (London) / +44 (0)191 909 7007 (Durham)

Due Diligence in Fintech

Two men at laptop

Fintech investors, listen up…

There are many types of due diligence. Millbank Solutions is well known for producing standard and enhanced due diligence reports to verify the identity of a person or business within the UK and overseas. What some people may not know is that we also conduct Commercial Due Diligence to reassure businesses that whoever they are dealing with, is legitimate and worth investment before signing on the dotted line.


But what is Commercial Due Diligence (CDD)?

CDD is the process of understanding and analysing a company’s commercial attractiveness for a client who is usually looking to invest or do business with them in some way.

We provide a full overview of the internal and external workings (from IT infrastructure to the position in the market) as well as any potential risks associated with the business to enable the client to make an informed decision on how they want to proceed.

The challenger banks and fintech space is growing rapidly and as part of our CDD, we incorporate Technical Due Diligence which assesses the IT architecture, infrastructure, and security amongst other aspects.

Here at Millbank Solutions, we pride ourselves on going the extra mile and ensuring our clients are well looked after. This is an important aspect of the due diligence work that we carry out. Every report we produce is accurate and stands up to scrutiny. We analyse the small things – from customer support to IT software – as well as the big things – country and regional risk assessments bespoke to your investment requirements.


If you are considering your next investment, purchase or acquisition. Millbank Solutions is here to help you!


If you would like to discuss the services provided by Millbank Solutions, contact us via our website here, via email at enquiries@millbanksolutions.co.uk or by phone on +44 (0)208 191 9979 (London) / +44 (0)191 909 7007 (Durham)

An introduction to Country and Regional Risk Assessments

Riot in city

Where a company is planning on overseas expansion, is considering a merger, sale, or acquisition, or simply wishes to be kept appraised of factors that may affect their international investment, they may rely on intelligence and risk packages such as the country and regional risk assessments provided by Millbank Solutions.

What is a Country Risk Assessment?

A Country Risk Assessment (CRA) is a detailed document, compiled following an in-depth analysis of threat and associated risk within a particular country, in which a company, organisation, or individual chooses to do business or invest. The CRA will suggest mitigation dependent upon the risk appetite of the client.

What is a Regional Risk Assessment?

With all the elements of the CRA considered, the Regional Risk Assessment (RRA), focusses on a particular area within the relevant country. It may be that some threat and risk is geographical and would only impact on staff during travel to different areas in-country for example.

These documents are designed to inform the commercial decision-making process and provide relevant up-to-date information for management, travelling staff and all stakeholders.

What is covered in our Country and Regional Risk Assessments?

At Millbank Solutions, every CRA and RRA document is compiled bespoke to clients’ requirements. Typical areas within the scope for analysis are geopolitics, terrorism, travel risk management, security, current economic factors and the operational landscape.

Within each of those areas, a plan will identify threats and offer recommendations in order to mitigate risk. Our documents also include a comprehensive Journey Management Plan (JMP), a communications plan and details of measures to be taken should an evacuation be required.


If you would like to discuss any of the services provided by Millbank Solutions, contact us via our website here, via email at enquiries@millbanksolutions.co.uk or by phone on +44 (0)208 191 9979 (London) / +44 (0)191 909 7007 (Durham)