This step-by-step guide will help you write a good final response letter.
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Step 1: Set out the issues complained about and what the person wanted
This shows that you have listened to them and have understood their complaint. It also reminds them what they said they wanted to happen, and what they agreed would be a good outcome. Ideally, use the language that they used, because this shows you have listened carefully.
Step 2: Explain how you looked into the complaint
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 passport with your visa was delayed so we checked our records to find out when your application arrived and when we processed it’.
Step 3: Present the evidence you considered
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 records, details of interviews with colleagues and witness accounts. Explain why you looked into this evidence and be clear about everything you found, regardless of whether it supports their complaint.
Step 4: Explain the outcome and whether something went wrong
To do this:
- explain what happened, based on the evidence you have seen and the accounts you have heard
- set out what should have happened, explaining the relevant law, policy, procedure, standards or guidance that should have been followed in the circumstances
- compare the two.
If the service provided was in line with what should have happened, reassure the person who has complained. If this could have, or should have, been explained to them earlier, then apologise. If the 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.
Step 5: If something went wrong, set out the details of that failing and any impact it had
This should take into account 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 to describe the impact. If they told you they had felt ‘hurt and upset’, say that you understand this. If you present this with empathy, the person is more likely to accept that you understand how they feel.
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For help with explaining impact, see the guidance on providing a remedy.
Step 6: If something went wrong, give a meaningful apology
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.
Step 7: Explain how your organisation will put things right
First, describe any action 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
- reviewing the service provided to identify what more should be done
- revising published material
- revising policies and procedures to stop the same thing happening again
- training or supervising colleagues
- a combination of these things.
It may also include a financial remedy for:
- direct or indirect financial loss
- loss of opportunity
- inconvenience
- distress
- any combination of these.
Step 9: 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 or tell them how they will know that they have been completed (for example, you will highlight changes on your website or in your annual report). Ideally, offer to involve them in any action you take to improve services as a result of their complaint. This could involve:
- sharing drafts of any changes to policies and procedures
- sharing the outline and objectives of any training sessions
- inviting them to see any physical changes
- asking them to share their story with colleagues to embed learning.
Step 10 Set out their right to refer their complaint for a review or to any independent tier, or to the Ombudsman
Make it clear that you have finished investigating the complaint and if the service user is still unhappy, they can:
- request a review of your decision or
- escalate their concerns to an independent complaints tier or
- approach their MP and ask them to refer the matter to the Parliamentary and Health Service Ombudsman.
You should include instructions on how to do this, with any relevant information on where they can get information or advice if they need it. Make sure any instructions and contact details for escalating their remaining concerns are correct.