error is one which which impacts on the impacts on the accuracy of the accuracy of the explanation or is on a explanation or is on a point of sensitivity for point of sensitivity for example spelling of a example spelling of a name, key date) name, key date) 4.7 Use of Language Uses plain English Uses mainly plain Little or no use of plain throughout. All English. Key technical English. Technical technical terms are terms are explained. terms are used without clearly explained and Personalised approach. explanation. OR used only as necessary. Tone and approach of No personalised Personalised approach the document are approach. OR with no unnecessary appropriate to the Unnecessary use of use of standard complainant's standard phrases. OR phrases. communication style Tone and approach of Tone and approach of and preferences the document not the document are appropriate to the appropriate to the complainant's complainant's communication style communication style and preferences and preferences 4.8 Apology (if The apology is clear, There is a clear original There is an apology but applicable) personalised and apology for the this relies on standard comprehensive. It problems identified. It phrases and/or avoids clichés, avoids clichés, attributes blame to the attributing blame or attributing blame or complainant (I am sorry making excuses (no 'ifs' making excuses (no 'ifs' 'if' you felt …) or makes no 'buts'!). It is linked no 'buts'!) excuses (I am sorry to the action plan or 'but' …) OR There is no offers an explanation as apology for errors to why further remedy identified is not possible
error is one which impacts on the accuracy of the explanation or is on a point of sensitivity for example spelling of a name, key date) which impacts on the accuracy of the explanation or is on a point of sensitivity for example spelling of a name, key date) 4.7 Use of Language Uses plain English throughout. All technical terms are clearly explained and used only as necessary. Personalised approach with no unnecessary use of standard phrases. Tone and approach of the document are appropriate to the complainant's communication style and preferences Uses mainly plain English. Key technical terms are explained. Personalised approach. Tone and approach of the document are appropriate to the complainant's communication style and preferences Little or no use of plain English. Technical terms are used without explanation. OR No personalised approach. OR Unnecessary use of standard phrases. OR Tone and approach of the document not appropriate to the complainant's communication style and preferences 4.8 Apology (if applicable) The apology is clear, personalised and comprehensive. It avoids clichés, attributing blame or making excuses (no 'ifs' no 'buts'!). It is linked to the action plan or offers an explanation as to why further remedy is not possible There is a clear original apology for the problems identified. It avoids clichés, attributing blame or making excuses (no 'ifs' no 'buts'!) There is an apology but this relies on standard phrases and/or attributes blame to the complainant (I am sorry 'if' you felt …) or makes excuses (I am sorry 'but' …) OR There is no apology for errors identified
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