Reporting to the Complainant

The quality of an organisation's correspondence when responding to a complaint can shape a person's perception of how their complaint was handled. For example, even if a complainant does not get the resolution that they are looking for, as long as the report is thorough, clearly written and objective they will feel that their complaint was carefully considered and handled with due seriousness.

When responding formally to a complaint, your correspondence to the complainant should:-

Clearly cover all the relevant aspects of the complaint and address all the issues raised.

Present a reasonable and understandable progression from complaint to conclusion.

Be impartial, measured in tone and be based on fact.

Deal with the issue from the viewpoint of the complainant but also establish the right context for the actions of the organisation.

Present a coherent argument in support of any conclusions.