The Letter of Complaint Response is a crucial document used when formally addressing customer grievances in England and Wales. It should be drafted in compliance with the Consumer Rights Act 2015 and related legislation, providing a clear, professional response to specific issues raised. The document typically includes acknowledgment of the complaint, investigation findings, and proposed resolution. A well-crafted Letter of Complaint Response helps maintain customer relationships, mitigate legal risks, and demonstrate compliance with regulatory requirements.
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1. Acknowledgment of Complaint: Formal recognition of receiving the complaint with reference number and date
2. Summary of Complaint: Brief restatement of the issues raised by the complainant
3. Investigation Details: Overview of steps taken to investigate the complaint
4. Response to Issues: Point-by-point address of each complaint raised
5. Proposed Resolution: Clear statement of what action will be taken or compensation offered
1. Apology: When fault is acknowledged, include a formal apology - use when company is at fault or service failed to meet standards
2. Timeline of Events: Detailed chronological breakdown of relevant events - use for complex complaints involving multiple interactions
3. Next Steps: Information about further actions required - use when resolution requires additional steps or customer action
4. ADR Information: Details about alternative dispute resolution options - use when complaint cannot be resolved to customer satisfaction
1. Supporting Documentation: Copies of relevant receipts, correspondence, or evidence
2. Company Policies: Relevant excerpts from company policies or terms of service
3. Complaint Resolution Procedure: Overview of company's complaint handling process
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