Making and responding to complaints

Responding to complaints: practical writing that works

Complaints are often emotionally charged and high‑stakes. This practical, supportive Royal Literary Fund workshop will give you the skills and confidence to respond clearly, professionally and empathetically - reducing conflict and preventing issues from escalating.

Through real examples, group discussion and short writing exercises, you will:

• Explore what makes an effective response to a complaint
• Learn how to acknowledge concerns while maintaining professional boundaries
• Use tried‑and‑tested techniques to write accurate, empathetic and concise responses
• Apply structure, language and tone that help de‑escalate difficult situations.

This is a hands‑on session focused on practical skills you can use immediately.

About the trainer

Wendy Wallace is a writer and trainer with the Royal Literary Fund, supporting people to communicate clearly and confidently in professional settings. She has worked with NHS staff, universities and community organisations, helping teams respond effectively in challenging situations through strong writing.

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