Step-by-step guide: writing the final response letter

This includes the things the person has complained about and what they wanted to happen as a result of complaining. This shows the person that you have listened to, and understood, their complaint. It also reminds them of what they said they wanted to happen, and what they had agreed would be a good outcome. Ideally, use the language that they used because this shows you have listened carefully. 

Set out how you investigated it, who you spoke to, and what steps you took to make sure you (and anyone else involved) were impartial. As you explain your actions, refer to the complaint, so the person knows you looked at all aspects of the matter. For example, say ‘You said your mother was given the wrong medication, so we spoke to the pharmacy department and checked their records.’ 

This should always include the account and evidence given by the person who has made the complaint. It may also include things like extracts from clinical records, details of interviews with staff, phone records and witness accounts. Explain why you looked into this evidence and be clear about everything you found, regardless of whether it supports their complaint.  

This involves: 

• explaining what happened, based on the evidence you have seen and the accounts you have heard 
• setting out what should have happened, explaining the relevant law, policy, procedure, guidance, or local arrangements that should have been followed in the circumstances 
• comparing the two. 

If the care or service provided was in line with what should have happened, reassure the person. If this could have, or should have, been explained to them earlier, then apologise.  

If the care or service provided was not in line with what should have happened, say so and explain why, if you can. Your aim is to set out clearly whether something went wrong or not.  

This should include the impacts that the person making the complaint told you about, along with any other impacts the person may be unaware of.

Reflect the language and information that the person used in their complaint. If they told you they had felt ‘hurt and upset’, say that you understand this and sympathise. If you present this with empathy, the person is more likely to accept that you understand how they feel.

Find out more 
For help with explaining impact, see the guidance on providing a remedy. 

An apology does not mean your organisation is admitting legal liability, but it acknowledges that something could have gone better. For your organisation, it may also be the first step towards learning from what happened, stopping it happening again, or restoring trust. 

Your apology needs to: 

• express regret 
• accept responsibility for the failings 
• explain why the apology is needed.  

Find out more 

For more help with making a meaningful apology, see the guidance on providing a remedy. 

Explain how your organisation will remedy the failing for the people affected, and how you will put things right. First, describe any action that your organisation has already taken to remedy the failing. Then, set out any further remedy or action needed. This may include: 

• reviewing or remaking a decision  
• revising published material 
• revising policies and procedures to prevent the same thing happening again 
• training or supervising staff 
• a combination of these.  

It may also include: 

• financial compensation for direct or indirect financial loss 
• loss of opportunity 
• inconvenience 
• distress 
• any combination of these. 

Find out more 

For more information, see the guidance on providing a remedy. 

If something has gone wrong, explain how your organisation will use learning from the complaint to improve services for other users. Most people who complain want to know that what has happened to them, or a loved one, will not happen to anyone else. 
 
Explain how their determination and effort in speaking up will help improve services for others. This can go a long way towards resolving a complaint, restoring a broken relationship and trust, and providing some meaning and comfort, even in the most serious of cases. 

Describe what the organisation has done, or will do, to improve services such as training staff, changing policies or procedures, or introducing new ones. 

Explain how your organisation will show that it has learnt from the complaint.

Offer to keep involving and updating the person who raised the complaint until all the actions to improve services are complete. Ideally, offer to involve them in any action you take to improve services as a result of their complaint. This could involve: 

• inviting them in to see any changes you have made 
• sharing drafts of any changes to policies and procedures 
• sharing the outline and objectives of any training sessions 
• even involving the person in that training, if appropriate. 

Tip 

Once the actions have been taken, it can be useful for the person making the complaint to tell their story as part of any wider learning for staff and board members.  

Make it clear that you have finished investigating the complaint. Explain that if the person is still unhappy, they can approach the Ombudsman.  

Use the suggested signposting paragraph below. Also provide a reminder of where they can get support to do that, if they need it, from local complaints advocacy or national advice organisations. 

Tip: Use this sample copy to signpost people to to the Ombudsman 

If you are not happy with how we have dealt with your complaint and would like to take the matter further, you can contact the Parliamentary and Health Service Ombudsman.  

The Ombudsman is an independent organisation that makes final decisions on complaints that have not been resolved by the NHS, government departments and some other public organisations. Our service is free for everyone.  

There is a time limit for making your complaint to the Ombudsman, so make sure you do this as soon as possible.  

To take a complaint to the Ombudsman, or to find out more about the service, go to www.ombudsman.org.uk or call 0345 015 4033.