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Advice on writing a complaint letter
- Try to keep your complaint to no more than two pages so that your main points do not get lost in a long letter.
If the complaint is complex you can attach a log sheet or diary of events with details.
Be clear and straightforward
- Use short sentences (aim for 14 -16 words per sentence)
- Try not to repeat information.
Don’t be afraid to say what has upset you, but avoid aggressive or accusing language.
- Remember that your complaint is an opportunity to improve things.
- State your concerns firmly but politely.
- Explain what you would like to achieve as a result of your complaint, for example an apology, an explanation, a service improvement.
Keep original copies all letters
- Include all those you send and those you receive.
- File them in date order.
Send photocopies of documents, not originals
Make sure you keep the originals in your possession.
Make sure your letter is received by the Trust or Commissioner
- The best way to do this is by using guaranteed or recorded delivery.
- You will probably have to pay a small fee, but it is worth it.