What this pack is for

This pack is well suited to unresolved complaints, formal escalations, review requests or complaints that involve a more serious impact or a more complex set of facts.

It supports a clearer record of chronology, grounds of complaint, previous responses and the basis on which the matter is now being escalated.

How to use it effectively

Before drafting, review the relevant complaints policy, escalation route or appeal process so the document is going to the right person or team.

Use the form to separate facts, chronology, procedural concerns, previous responses and the remedy being sought. This makes the complaint easier to review at a senior level.

Keep the tone firm but professional. Stronger wording is most effective when it is anchored to facts, process and fairness rather than emotion alone.

Use the cover letter to make it clear that the matter is being escalated and why the earlier response or handling has been inadequate.

What to do next

Check that all previous references, dates and attachments are correct before sending.

Make sure the escalation is directed to the right stage of the process and that any relevant deadline has been met.