Disagreements and conflicts often occur between organizations. Many people prefer to express their dissatisfaction and demands in writing, sending complaints to business partners, clients or contractors. Sometimes the procedure for resolving disputes is prescribed even in contracts, but even without this, each organization has the right to use it.
Business etiquette requires a mandatory official response, also in writing.
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How to correctly write a response to a complaint - sample, basic rules for drafting
The rules for drawing up responses to letters of claim were formed in the form of business customs due to the lack of legislative regulation of this issue (with the rare exception of establishing the time limits allocated for sending a response in a number of civil law relations).
Some of the rules can be established on the basis of the norms of the Civil Code, the Law “On the Protection of Consumer Rights” dated 02/07/1992 No. 2300-1 and other legal documents. The basic rules for forming a response to a request to eliminate violations of a contract include the following:
- the document is free-form;
- drawn up on the organization’s letterhead (if the claim was received by a legal entity);
- drawn up according to the rules of office work established in the organization, and can be made using technical means or written by hand;
- signed by the head of the organization or other authorized person;
- must comply with the terms of the contract if they regulate the issues of drawing up and sending a response to the claim.
In addition, the response must be sent within the period established by law, agreement or business customs. If you do not have the skills to draw up such documents, you can use a sample response to a claim from reliable sources.
Application for compensation for moral damage
The gist: the buyer was burned by coffee, dissatisfied with the color of his hair after dyeing, his walk was interrupted because of his calloused shoes. The person demands compensation for moral suffering. This is possible according to Art. 15 of the Law.
Response time: not established by law. The parties agree on the amount of compensation and the deadline for transferring money.
What to do: It so happens that they usually demand inflated compensation for moral damage. Maybe you'll get lucky. We advise you to do this: if they are really guilty and wrong, offer a small compensation or a discount on the product. Conclude an agreement on the payment of money.
