Responding to Complaints – Letter and Report Writing

Overview

🕮 Off the shelf (OTS)

Letters and reports produced during the course of 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.

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 1-day course learners 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 learners will perfect the quality of the written documentation they produce.

Please note – data may be processed in countries with adequacy agreements in place.