Minimising Complaint Escalation

4. Provide thorough and well considered responses

Your response to a Level 2, 3 or 4 complaint is your opportunity to ensure that the TIO fully understands the background and the circumstances of the complaint from your point of view.

Ensure your responses:

a) provide as much relevant detail as possible;

b) address all questions raised by the TIO. If you consider a question to have little relevance, or if you do not know how to answer a question, make sure you explain why;

c) address all issues raised in the customer's letter - do not solely rely on the TIO's summary of the complaint. This shows that you are fully participating in the alternative dispute resolution process, even if you do not agree with the allegations made by the customer;

d) are reinforced by the inclusion of any available evidence, such as full copies of customer service notes, relevant invoices, copies of terms and conditions, the results of any testing that has been undertaken and copies of previous correspondence between you and the customer. Attach this evidence to your response (rather than 'cut and paste' it into the body of the response), and explain how each is relevant to your argument;

e) adopt a conciliatory tone, rather than a confrontational one. In the TIO's experience, there is nothing to be gained by using language that may unnecessarily inflame the situation and inhibit the resolution process;

f) include an apology where appropriate, or an expression of regret if you have made an error or if there has been a misunderstanding. Apologies are not admissions of guilt and, even if you do not agree with the complainant's view, can be very helpful in resolving a complaint;

g) avoid the use of technical jargon as much as possible. A copy of your response will be forwarded to the complainant (with your representatives' name and contact details deleted), so your language should be clear and concise and any use of company- or industry-specific terms should be explained. Test results should be explained in terms of what the test aims to discover and what the results mean;

h) where appropriate, clearly state how you believe the complaint might best be resolved. This may be the same resolution previously offered to the customer, or it may be different. In its correspondence to you, the TIO will usually invite you to outline how you consider the complaint might be best resolved. This should not be interpreted as the TIO assuming you are 'at fault'; and neither does the TIO see an offer to settle a dispute as a sign of weakness or an expression of guilt. In seeking a proposed resolution from you, the TIO is giving you the opportunity to conciliate with the customer, and so bring the matter to a swift close, or to review your previous assessment of the matter. At the same time, the TIO should also give you the opportunity to decline to submit a proposed resolution and to present your reasoning behind any such decision.