Responding to Complaints - Letter and Report Writing

Course Outline:

During this course delegates will learn how to improve the content, structure and style of the letters and reports they produce during a complaints investigation.

Final decision letters and reports produced after a complaints investigation often fail to identify and deal with the core issues of the complaint, and also neglect to lay out a coherent and credible basis for the investigation’s findings and recommendations. Poor communication at this stage can often lead to escalation of complaints unnecessarily.

A good letter and any subsequent report will provide an invaluable tool for feeding back to both the complainant and the organisation. The report should provide sound recommendations of how to implement improvements to the risk assessment process and working practices of the organisation.

During this one-day complaints handling training course delegates will learn how to improve the content, structure and style of the letters and reports they produce through adopting best practice standards.

By reference to a model letter and report formats and use of objective assessment criteria to assess their letter and reports delegates will perfect the quality of the written documentation they produce.

Key Learning Outcomes:

Be able to include documentary, witness, interview and other evidence in letters and reports
Identify issues, facts and the source and weight of those facts and including them in the response
Be able to use appropriate layout, format and style in letters and reports
Correctly set out the findings and analysis for each point of the complaint in the letter and report
Be able to write with clarity, objectivity and purpose
Develop an objective and critical eye in relation to the complaint letter and report writing