They should say whether or not any failings were found, and what the result was of any failings. The response should apologise unconditionally for any errors. Apologies should not express regret that the complainant felt that something went wrong. If something went wrong, the apology should be clear and unequivocal.
If the complainant has asked a series of questions, the response should be structured in a way that makes it clear where they can find the answers. An explanation should be provided about what the organisation will do to stop any failures happening again. If a policy change is required, or staffing levels need to improve, or individuals need further training, the response should explain this, and say when it will happen. If the complainant has asked for a specific remedy, it should be considered properly, using the Ombudsman’s Principles for Remedy when doing so.
