The Acknowledgement Letter of Complaint is a crucial document in the complaint handling process under English and Welsh law. It should be issued promptly upon receiving a complaint, typically within 5 working days, to comply with best practices and regulatory requirements. The letter serves multiple purposes: it confirms receipt of the complaint, provides the complainant with a reference number, outlines the organization's complaint handling procedure, and sets expectations for timeframes and next steps. This document is particularly important for regulated industries where specific complaint handling requirements exist under various legislative frameworks.
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1. Recipient Details: Full name and address of complainant
2. Reference Numbers: Complaint reference number and any relevant account numbers
3. Receipt Confirmation: Clear acknowledgement of receiving the complaint
4. Complaint Summary: Brief overview of the complaint received
5. Next Steps: Process explanation and timeline for investigation
6. Contact Information: Details of who to contact for updates
1. Interim Solution: Temporary measures being taken, used when immediate action is possible
2. Additional Documentation Request: List of any additional information needed, used when complaint details are insufficient
3. ADR Information: Alternative dispute resolution details, included for regulated industries
1. Complaints Procedure: Company's standard complaints handling process
2. Timeline: Expected timeline for complaint resolution
3. Supporting Documents: Copies of relevant correspondence or evidence received
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