# Respond to a customer complaint at a bank or financial firm

A fair, compliant complaint response that addresses each issue, explains the outcome, and states the customer's escalation rights.

- Topic: Customer Support
- Framework: Few-Shot
- Level: Standard
- Tags: Customer Support, Finance, Legal, Write, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/respond-to-a-customer-complaint-at-a-bank-or-financial-firm

## Prompt

```text
Help me write a response to a customer complaint about our financial product or service.

**Product:** [e.g. "checking account", "mortgage", "credit card", "home insurance policy", "investment account"]
**The complaint, in the customer's words:** [PASTE]
**What our investigation found:** [FACTS, dates, transaction details, call notes]
**Outcome:** [upheld / partly upheld / not upheld]
**Remedy offered:** [refund, fee reversal, interest correction, goodwill payment, process fix, none]
**Jurisdiction and regulator:** [e.g. "US - CFPB, state regulator", "UK - FCA, Financial Ombudsman Service"]
**Our response deadline:** [DATE]

First, list each separate issue the customer raised so none is missed, and flag any that suggest a wider problem (e.g. many customers affected, a possible unfair or deceptive practice, a vulnerable customer, or a legal claim).

Then write the response:
1. Acknowledge the complaint and summarize it in their terms.
2. Address each issue in turn: what happened, what we found, and our decision with the reason.
3. The remedy and exactly when and how they will receive it.
4. Their right to escalate (e.g. to the regulator or ombudsman) and any deadline - marked [CONFIRM required wording].
5. A named contact point.

Tone: plain, respectful, no jargon, no defensive language. Do not admit legal liability beyond the facts, and do not promise anything not in the remedy. Mark missing facts [CONFIRM]. Have compliance review responses to regulator-referred complaints.
```

## What to fill in

- PASTE
- FACTS, dates, transaction details, call notes
- upheld / partly upheld / not upheld
- DATE
- CONFIRM required wording
- CONFIRM

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