What’s a first reply to a complaint about services you’ve supplied, and when do you need it?
You should use this letter of response at the start of any correspondence with a business customer who has complained that services you supplied do not meet requirements and/or are not what the customer requested.
This template covers sales of services between two businesses. It is not appropriate for response to a consumer who wishes to complain about services that it has bought from your business.
What else might you need?
Take a look at our guide to the point of NDAs. This sets out more context around when confidentiality agreements can be really effective and, equally, when they will not be – or, they would not always be a welcome proposal. In many business scenarios, there will be an expectation (from customers, suppliers, bankers, target investors and existing shareholders) that you have these agreements in place as a layer of business value protection and good practice, to protect what’s uniquely yours, (like customer lists, business plans, formulas and recipes, trading terms, etc.).
We also recommend that you consider carefully the type of information that you intend to disclose and whether you have done all that you can to protect that information. Confidentiality agreements are often more a statement of good faith than a bullet-proof protection against someone subsequently leaking (deliberately or inadvertently) what you have told them. So, you may find our introduction to intellectual property, which sets out all the different types of intellectual property that could be relevant to the disclosures you’re planning to make, very helpful.