The Complaint Outcome Letter is a crucial document in the complaint handling process under English and Welsh jurisdiction. It should be used when formally responding to customer complaints after conducting an investigation. The letter must detail the complaint's nature, investigation process, findings, and resolution, while ensuring compliance with the Consumer Rights Act 2015 and other relevant legislation. This document serves multiple purposes: it provides clarity to the complainant, creates an audit trail, and may be used as evidence if the complaint escalates to an ombudsman or legal proceedings.
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Key Requirements PROMPT example:
Complaint Outcome Letter
"I need to draft a Complaint Outcome Letter for a customer who reported faulty delivery service in January 2025, partially upholding their complaint and offering £50 compensation while explaining why we won't cover the full amount requested."
1. Reference Information: Complaint reference number, date, customer details
2. Complaint Summary: Brief recap of the original complaint and when it was received
3. Investigation Details: Summary of steps taken to investigate the complaint
4. Findings: Clear explanation of what was found during the investigation
5. Decision: Clear statement of whether complaint is upheld, partially upheld, or rejected
6. Next Steps: What actions will be taken as a result of the decision
1. Compensation Details: Include when compensation or goodwill gesture is being offered - used when complaint is upheld or partially upheld with financial remedy
2. Service Improvements: Details of changes being made to prevent similar issues - used when systematic improvements are being implemented
3. External Review Options: Information about ombudsman or ADR schemes - used when complaint is not resolved to customer satisfaction
1. Evidence Summary: Detailed list of evidence reviewed during investigation
2. Compensation Calculation: Breakdown of any compensation amounts
3. Policy References: Relevant policy excerpts supporting the decision
What is a complaint outcome letter and when is keyword used?
A complaint outcome letter is a formal document issued by an organisation in response to a complaint raised by an individual or party. It outlines the findings of the investigation into the complaint and the organisation's decision or proposed resolution. This letter is typically used when a complaint has been thoroughly reviewed and a conclusion has been reached.
In the UK, organisations in various sectors, such as healthcare, financial services, and consumer affairs, may be required to provide a complaint outcome letter as part of their complaint handling procedures. It serves as a written record of the complaint resolution process and can be referenced if further action or appeals are pursued.
How do you write a letter summarizing an internal investigation result?
When summarizing an internal investigation result in a letter, it's crucial to maintain a professional and objective tone. Begin by providing context, such as the nature of the complaint and the investigation process. Outline the key findings in a clear and concise manner, supported by relevant evidence. If any misconduct was identified, state it factually without personal opinions or accusations. If no wrongdoing was found, express it respectfully. Conclude by outlining any actions taken or recommendations made to address the issue and prevent future occurrences.
Can you reject a complaint formally in writing?
Yes, you can formally reject a complaint in writing. A complaint outcome letter is an appropriate way to communicate your decision and reasoning. It should be written in a professional and courteous tone, even if the complaint is being rejected. The letter should clearly state that the complaint has been investigated and the reasons for your decision. You may also want to include information on any appeals process or next steps available to the complainant.
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