Choose your words carefully

Choose every day words: use words like "try" instead of "endeavour"; "home" instead of "dwelling"; "about" rather than "with regard to"

Avoid lots of legal words: such as "at your earliest convenience", "enclosed herein", "your good selves".

Try not to be sexist: avoid writing that carries a bias towards one gender or another

Avoid abbreviations: use "for example" instead of "e.g".

Include in your response:

• A conclusion of the facts and findings- explain what you have found - give reasons
• A definition of the complaint: this shows the customer that you have understood his or her complaint
• A statement declaring the outcome yes we have/have not found fault
• Balance probability and precedent

A "signpost" for the customer to show the next stage:

1. Service or product manager

2. Chief Executive / Customer relations

3. Ombudsman / Independent arbitration