Writing a response to a complaint

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Writing a response to a complaint 

You’ve received a complaint, investigated it and now you’re ready to draft a response. But where do you even begin?

Before putting pen to paper, you’ll need to have a clear understanding of the complaint - both from your client’s perspective as well as your own perspective and that of your practice colleagues. Ensuring that you address all the client’s concerns should prevent the need for the complainant to come back with unresolved issues. It can be helpful to number the concerns, and to address each number in turn in your letter of response to be sure that none are missed. 

The tone of the letter is important and genuine expressions of empathy and understanding can go a long way in providing assurance to an upset client.

VDS members may wish to discuss matters with a VDS Claims Adviser, which you can do by calling us on +44 (0)1565 652737 or by emailing admin@thevds.co.uk. See our blog on what do do when you receive a complaint for more guidance.

In this article, we explore style, tone and an approach to consider when drafting your letter.

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