CHG850 | Dealing with complaints: Checklist for preparing replies to complaints

is the complainant’s name and address right?

is the letter properly dated?

does it show your contact details?

have you answered all the points?

is the response accurate in all respects?

have you apologised for anything which went wrong?

have you explained your reasoning?

have you explained what, if anything, will happen next?

have you used appropriate, straightforward language - and is your reply jargon-free?

has financial redress been considered?

have you explained how the complainant can take things further?

if you intend to ask a colleague to consider a procedure, form etc, have you told the complainant?

if you did not work for the department, would you understand what you have written?