Complaint Response Letter 2: Investigation Response

Substantive response after investigation. Two versions: fault accepted with remedy, or service defended with empathy.

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Complaint Response Letter 2 - Substantive Response After Investigation

Use this letter after you have investigated the complaint. There are two versions below - choose the one that fits your situation.

Version A - Where You Accept Something Went Wrong

Use this version when you have investigated and you agree that the service fell below the standard the client should have expected - whether that is a technical issue, a product reaction, or a service problem.

[Your name] [Your trading name] [Your address] [Your email] [Your phone number]

[Date]

[Client name] [Client address or email]

Dear [Client name],

Thank you for your patience while I looked into your complaint about [brief description - e.g. your hair colour appointment on (date) / the gel nail service you received on (date)].

I have reviewed my records, including [your consultation card / the products used / photos taken at the time / my treatment notes], and I have thought carefully about what happened.

Having looked at everything, I accept that [brief, honest description of what went wrong - e.g. the colour result was not what we discussed / the treatment did not last as long as you were told it would / the aftercare instructions were not explained as clearly as they should have been].

I take full responsibility for this and I sincerely apologise.

To put this right, I would like to offer you [choose as appropriate]:

• A complimentary correction treatment at a time that suits you
• A partial refund of £________ (representing [the cost of the treatment / the difference between what you paid and what the service was worth])
• A full refund of £________
• [Other remedy - e.g. a complimentary treatment of your choice up to the value of £________]

I want you to feel confident that this has been taken seriously and that steps have been put in place to prevent it happening again.

Please let me know how you would like to proceed. You can reach me on [phone number] or [email address].

Yours sincerely,

[Your name] [Your trading name]

Version B - Where You Believe the Service Was Delivered Properly

Use this version when you have investigated and you believe the treatment was carried out to a proper standard, but the client is still unhappy. This requires a careful balance - you need to be firm about your professional assessment while still showing empathy.

[Your name] [Your trading name] [Your address] [Your email] [Your phone number]

[Date]

[Client name] [Client address or email]

Dear [Client name],

Thank you for your patience while I looked into your complaint about [brief description].

I have reviewed my records carefully, including [your consultation card / the products used / photos taken before and after treatment / my treatment notes / your signed consent form].

Based on my investigation, I am satisfied that the treatment was carried out in line with the consultation we had beforehand and to the standard that would be expected of a qualified practitioner. [Add specific detail if helpful - e.g. The colour was mixed to the shade we agreed during the consultation / The lash set was applied using the technique and style you selected / The results shown in the photos taken immediately after treatment are consistent with what we discussed.]

I do understand that the result has not met your expectations, and I am sorry that you feel disappointed. Client satisfaction is important to me and I always want my clients to be happy.

While I do not believe there was a fault with the treatment itself, I would like to offer [choose as appropriate]:

• A follow-up appointment at no charge so we can discuss your concerns in person and explore whether any adjustments can be made
• A [discount / credit] of £________ towards a future appointment as a gesture of goodwill
• [Other goodwill offer]

If you would like to take me up on this offer, or if you have any further information you would like me to consider, please contact me on [phone number] or [email address].

If you are not satisfied with my response, you are welcome to seek independent advice. [If applicable: You may also wish to contact [your professional body name] who can provide further guidance.]

Yours sincerely,

[Your name] [Your trading name]

How to use this template

This is Letter 2 in the three-letter complaint response sequence. You should only send it after you have properly investigated the complaint.

Before you send this letter:

• Review your consultation card, consent forms, treatment notes, any photos, and product records.
• Check whether you followed the correct procedure for the treatment.
• If the complaint involves a product reaction, check your patch test records and COSHH assessment.
• If the complaint involves an injury or adverse reaction, notify your insurer before responding. Your insurer may want to approve or guide your response. Do not admit fault or liability until you have spoken to them.

Key points:

• Be honest. If something went wrong, say so. Clients respect honesty far more than evasion.
• Do not use language that your insurer would consider an admission of liability unless you have cleared it with them first. "I accept the result was not what you expected" is different from "I accept I was negligent."
• If you are offering a refund or redo, state clearly what you are offering so there is no confusion.
• If you believe the treatment was delivered properly (Version B), be respectful but do not apologise for something you did not do wrong. You can acknowledge the client's disappointment without accepting blame.
• Keep copies of everything - this letter, the original complaint, your investigation notes, and any photos or records you reviewed.
• If the client is not satisfied with your response, the next step is Letter 3 (final response / deadlock letter).