To ask what this means

[User202]

I complained about a service within a well known company. The complaints team have got in touch and said that due to nature of the concerns it will be investigated by an independent investigator. Does this mean they think the nature of the complaint is serious?

Not necessarily. A good investigation should be undertaken by someone who is independent.

Okay thank you it’s just that it’s usually done by the service manager.

I agree with your point though as someone is highly unlikely to up hold a complaint about their management.