What response is required? 

Complaint handlers should consider what response is suitable in each case. Some statutory complaints procedures require certain responses at different stages.

If a complaint can be resolved at an early stage it may be possible to inform the complainant of the outcome over the telephone and record that this has happened on the case record. It is good practice is to follow up any telephone response briefly in writing with an explanation of how to escalate the complaint if the complainant remains unhappy. Even if a complaint is responded to verbally, complainants must be told how to escalate the complaint and a clear record made that this has happened.

In cases where a formal investigation has taken place, complaint handlers should send a written response to the complaint either by e-mail or letter. Complaint handlers may also need to make the response available in other formats depending on what reasonable adjustments have been agreed with the complainant.

Written responses should follow the recommended standards set out in this guide. These standards may also help complaint handlers to structure verbal responses to complaints.