Final response letter template

A final response letter closes a complaint in writing: it restates the complaint, explains what was investigated and found, gives the decision, sets out any redress and how it was calculated, apologises where warranted, and tells the customer what they can do if they disagree. An AI agent can draft it. A named person approves and sends it.

What must a final response letter do?

It is the firm's formal answer, and often the document an independent complaints body reads first if the customer takes it further. It has to stand on its own: someone who never saw the case should understand what the customer complained about, what the firm found and why it decided as it did.

Most regulators that oversee complaint handling also expect the letter to tell the customer about their right to refer the complaint to an independent body, and the time limit for doing so, where such a right exists. Check your own rules for the exact wording and timing required; the template includes a section for it.

Where does the agent fit?

Drafting is a strong use for an agent. It can pull the complaint, the case notes, transaction history and policy, and turn them into a clear first draft in plain language. That is depth 2: the draft is held for a complaints handler. How to draft final response letters to complaints with an AI agent covers the process.

Sending is different. A final response is a binding position, it starts time limits for the customer, and it cannot be recalled once read. Whether an AI agent can send the final response to a complaint explains why most firms keep it with a person.

How do you complete each section?

1. Reference and date. Complaint reference; date the letter is sent.
2. Opening. Thank the customer, name the complaint and the date received.
3. Your complaint. Restate it in their terms. If there are several points, number them.
4. What we looked at. The records, calls and policies reviewed.
5. What we found. Facts, point by point, matching the numbered complaint points.
6. Our decision. Upheld, partly upheld or not upheld, for each point.
7. Putting things right. Redress, with the calculation shown, and when it will be paid.
8. Apology. Specific to what went wrong, where something did.
9. If you are not satisfied. The customer's right to refer to an independent body, if one applies, with the time limit and contact details your rules require.
10. Signature. A named person and role.

Plain language matters more than polish. Short sentences, no internal jargon, figures the customer can check.

The final response letter template

Reference: [complaint reference] Date: [date sent]

Dear [name],

Thank you for contacting us on [date received] about [subject]. This letter is our final response.

Your complaint. You told us that: [1] … [2] …

What we looked at. [Records, calls, policies reviewed.]

What we found. [1] … [2] …

Our decision. We have [upheld / partly upheld / not upheld] your complaint. [Per point.]

Putting things right. [Redress, calculation, payment date.]

[Apology, specific to what went wrong.]

If you are not satisfied. [Referral right, time limit and contact details, as your rules require.]

Yours sincerely, [Name], [Role]

A filled sample

Reference: C-20418

Dear Ms Example,

Thank you for contacting us about the fees on your current account. This letter is our final response.

Your complaint. You told us that: (1) you were charged a 25 late payment fee although you paid on the due date; (2) when you called, you were told the fee could not be refunded.

What we looked at. Your account statements for the last three months, the record of your payment, and the recording of your call.

What we found. (1) Your payment left your other bank on the due date but reached us the next working day, after the fee was applied. Our terms allow for this, but our app told you the payment date was the due date, which was misleading. (2) On the call, our colleague did not explain that a refund could be considered.

Our decision. We have upheld both points.

Putting things right. We will refund the 25 fee and pay 50 for the inconvenience, 75 in total, into your account within five working days.

We are sorry our app gave you the wrong impression, and that our colleague did not explain your options.

If you are not satisfied. [Referral wording as required.]

Yours sincerely, Complaints Manager

The agent drafted this from the case file. The complaints manager changed point (1) from "not upheld" to "upheld" after listening to the call and seeing the app screen, which the agent had not weighed. That edit is the reason a person approves.

Where Pryme fits

In Pryme, drafting final responses runs at depth 2, and sending is held for a named complaints handler, whose approval is filed with the verdict. A final response is not an incident record: firms handling a failure of the agent itself follow AI incident response as well. The wider boundary is in AI compliance agents: second line, never the last word.