Community Wellbeing· Medium risk

Complaint response draft

A calm, fair first response to a complaint.

When to use this prompt

Reach for this prompt when you need to a calm, fair first response to a complaint. It's designed for Member services, Manager. Typically used within Complaints work.

Draft with AI, then have a colleague verify facts and tone before use.

How to use it

1
Gather your inputs
Have your local context, audience and goal to hand.
2
Fill in the template
Copy the template below and replace every bracketed placeholder with real, local context. Keep names and safeguarding details out.
3
Run it in your AI tool
Paste into your preferred AI assistant. Ask a follow-up if the output misses your association's tone or context.
4
Review with the checklist
Work through the human-review checklist below before you send, publish or act on the output.

Prefer a guided flow? Adapt with the guided builder — it fills placeholders from your association profile.

Prompt template

Draft a response to the complaint below. Acknowledge, apologise for the experience (not necessarily fault), summarise what we heard, explain next steps and timeline, and give a named contact. Do not admit liability or make promises we can't keep. Complaint: {COMPLAINT}

Replace bracketed placeholders with real context. Never paste identifying details about children, health or safeguarding cases.

Worked example

COMPLAINT: [paste, personal details redacted]

Why this prompt works

De-escalates without over-promising.

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Adapt with the guided builder