Your complaint number is
[Complaint number auto]
Date auto
CLT_TITLE auto Client_First_Name auto
Client_Last_Name auto
Address Line 1 Auto
Address Line 2 Auto
Address Line 3 Auto Post Code Auto
Dear CLT_TITLE auto Client_Surname auto
We’ve started looking into your complaint
We just wanted to let you know that ACC received your complaint on [date] and it’s been sent to us
in the specialist complaints team to investigate your concerns.
What happens next
We’l look over your claim and the details of your complaint and contact those involved. We’ll
review what happened and why, and what we can to do to prevent it from happening again. If we
need more information we’l get back in touch with you.
We’l also send you our initial findings before completing the investigation so that you have the
chance to add anything else you think is relevant to your complaint or let us know about something
we may have missed.
We’re aiming to complete the investigation by [date 28 days time], and will keep you up-to-date as
we go.
The Code of ACC Claimants’ Rights
It’s possible your complaint may be covered by the Code of ACC Claimants’ Rights (the Code),
although we won’t be able to confirm this until we’ve looked into the details. The Code was written
to support and guide how we work together. It aims to make sure we provide you with a high
standard of service by:
treating you with dignity, respect, honesty and courtesy
treating you fairly and listening to you and your views
respecting your culture, values and beliefs
welcoming any support people you bring with you
communicating with you openly and honestly
keeping you fully informed
respecting your privacy, and letting you see and correct the information we hold about you
respecting your right to complain.
We can also look at complaints that aren’t covered by the Code.
COM03
If you’d like to talk to us about this letter or have any questions, we’d be happy to help. You’l find
our contact details below.
Yours sincerely
[Staff_Name auto]
[Job Title auto]
Telephone: 0800 650 222
COM03
