BeforeBack to top
Thank you for your email received today.
I am sorry that you have cause to raise concerns about the Nursing and Midwifery Council with regards to [insert summary of complaint here].
Your complaint will be investigated under stage two of our corporate complaints process: http://www.nmc.org.uk/contactus/complaints-about-us/.
Under this process you can expect to receive a response within 20 working days from receipt, which will be no later than [insert date here].
In the unlikely event that there is a delay in you receiving your response we will notify you by email.
If you have any query about this and would like to speak to me, my direct line is [insert Complaint Officer’s telephone number].
AfterBack to top
Thank you for your email. I’m sorry to hear about [summary of complaint].
We’ll investigate this under stage two of our complaints process (the formal complaint stage). We’ll respond by [date]. If there’s any delay (which is unlikely), we’ll let you know by email.
Thank you again for getting in touch. If you have any questions, please do give me a call on [number].
What’s changed?Back to top
- ‘I am sorry that you have cause to raise concerns’ sounds like a non-apology. Instead, we’ve said ‘I’m sorry to hear about…’ – it sounds kinder.
- We’ve swapped the passive ‘your complaint will be investigated’ for the active ‘We’ll investigate your complaint’.
- We’ve made the sentences shorter too. For example, instead of ‘Under this process you can expect to receive a response within 20 working days from receipt, which will be no later than [insert date here]’, we’ve simply said, ‘We’ll respond by [date]’.
- We’ve taken out unnecessarily formal language, like ‘your email received today’ and ‘we will notify you’.
- And we’ve added a friendly message at the end by thanking them again for getting in touch.