Preparing Evidence for a Formal Complaint

Why preparation matters

Complaints that rely only on general dissatisfaction or emotion are more likely to be misinterpreted, minimised, or dismissed.

Preparing evidence in advance helps:

• Clarify what actually happened
• Separate fact from emotion
• Link concerns to specific failures
• Support proportionate resolution or escalation

Reviewing communications

Consumers should review their communications carefully and methodically. This may involve:

• Reading emails and letters line by line
• Checking dates, timelines, and promises made
• Identifying omissions, inconsistencies, or changes in position
• Noting where questions were ignored or answered incompletely

Avoid skimming. Detailed review often reveals patterns that are not obvious at first glance.

Linking evidence to failures

Each concern raised in a complaint should be linked to a specific category of failure and supported by evidence.

For example:

• An email showing an unexplained delay, linked to failure to progress the matter
• A cost estimate followed by a higher invoice, linked to costs transparency failure
• Meeting notes showing advice not given or corrected

This approach helps decision-makers understand the issue without having to interpret or infer intent.

Creating a master evidence document

It is helpful to maintain a single master document setting out:

• Each identified failure or transgression
• The supporting evidence for each point
• The impact or risk caused

This document should be factual and structured. It can later be adapted for internal complaints, regulators, or ombudsman processes.

Settlements and responses

Consumers should exercise care when responding to acknowledgements, apologies, or settlement offers.

Expressions of thanks or acceptance should only be given where:

• Responsibility is clearly accepted
• The resolution offered is understood
• No inappropriate conditions are attached

Consumers should be cautious of conditions that restrict discussion, future complaints, or escalation without clear explanation.

Purpose of this stage

Preparing evidence is not about confrontation. It is about readiness.

Careful preparation allows complaints to be raised fairly, assessed properly, and escalated proportionately if informal resolution fails.