Sample letters

These sample letters will help you deliver good complaint handling that meets the Complaint Standards.
Events more than 12 months old, no good reason
Use this sample letter if you need to decline to look at a complaint where:

- the events took place more than 12 months ago

- you decide there is no good reason for the delay.
Download letter [Word 162KB]
Events that happened more than 12 months ago and it would not be practical to investigate
Use this sample letter if you need to decline to look at a complaint where:

- the events took place more than 12 months ago
- you decide there is a good reason for the delay
- you have decided it would not now be practical to investigate the complaint because of the time that has passed.
Download letter [Word 1.1MB]
For taking a specific action
Use this sample letter when a person's engagement is continuing to have a negative impact or use an unfair or disproportionate amount of time and resource after attempting to de-escalate the situation.
Download letter [Word 155KB]
For de-escalating the situation
Use this sample letter when a person's engagement is using an unfair or disproportionate amount of time and resource.
Download letter [Word 1.1MB]
For proposing a communication agreement
Use this sample letter when a person's engagement continues to use an unfair or disproportionate amount of time and resource after attempting to de-escalate the situation.
Download letter [Word 1.1MB]
For taking a specific action
Use this sample letter for taking a specific action if challenging interaction continues despite earlier warning.
Download letter [Word 155KB]
Warning letter following threatening or abusive correspondence
Use this sample letter when you have received threatening or abusive correspondence. You can also tailor it or use it in situations where your organisation has already given a verbal warning and you want to confirm it in writing.
Download letter [Word 156KB]
For lack of co-operation or engagement
Use this sample letter when a person is not engaging or responding to requests for information.
Download letter [Word 156Kb]