Clear communication

The government has published guidance on accessible communications. This says organisations can reduce the need for producing a range of accessible information about its services by designing initial documents with accessibility in mind. This is a cost and time-efficient way of making information instantly accessible for a larger number of people.

Complaint handlers should consider this when writing complaint responses. In all cases, regardless of whether the complainant requires reasonable adjustments, it is considered good practice to:

• Write in plain language
• Provide information as concisely as possible
• Design the response to be as legible as possible, for example by using clear headings and a minimum of 14-point text size.

Complaint handlers should ensure they are aware of how to make complaint responses available in alternative formats such as Easy Read, audio and languages other than English.

Focus on the actions of the organisation 

Complaint responses should focus on the actions of the organisation rather than the individual. This helps to depersonalise allegations made in the complaint and focuses on the collective responsibility of the organisation as a whole rather than seeking to blame individual error.

When responding to complaints complaint handlers should, where possible, anonymise details of individual officers complained of by either referring to the actions of the organisation or referring to them as “the officer” or “Officer A”, “Officer B” etc. Once the organisation issues its decision on a complaint it loses control over where it may be published. Taking this approach protects the personal information and reputation of officers should a complainant choose to publish a complaint response online.

Below are some examples of how wording of decisions can be changed:

Example A:

Original: “You say Officer Smith was rude to you when you approached reception. You say he refused to give you a leaflet about allotments and would not put you on the waiting list”

Anonymised version: “You say an officer was rude to you when you approached reception. You say we did not give you information about allotments and we declined to put you on the waiting list.”

Example B:

Original: “You say Officer White gave false information about you to the police”.

Anonymised version: “You say the organisation/ we gave false information to the police”.

Example C:

Original: “Officer Jones failed to provide you with temporary accommodation when you were homeless.”

Anonymised: “We failed to provide you with temporary accommodation when you were homeless.”

Example D:

Original: “Officer Grey discussed your case with her line manager, Senior Officer Blue”

Anonymised: “The officer dealing with your case discussed your situation with their manager”

Structuring a complaint response

A good complaint response should set out the following:

• The complaint handler’s summary of the complaint;
• What complaint process is being followed and stage the complaint is at;
• The steps taken to investigate the complaint;
• What you have taken into account for example:
  • things the complainant has said;
  • evidence considered, including where the evidence was obtained from (take care with confidentiality); and
  • relevant legislation, guidance, policy and procedures etc.
• The complaint handler’s decision and the reasons for it;
• Details of any remedy offered to put things right;
• Details of any outstanding actions; and
• Details of how to escalate the complaint to the next stage of the complaint process or the Ombudsman if the individual remains dissatisfied.

Each decision will differ in content but the above elements will be common to most where an investigation has been undertaken. Following the above format will help complaint handlers produce clear, concise decisions.