Respond within 48 hours, publicly acknowledge without breaching confidentiality, take detail offline, fix the root cause, and update the response when resolved.
Response template
"Thank you for the feedback. Client confidentiality stops me discussing specifics here. Please contact [named person] at [email/phone] so we can look into this properly. - [Full name, role]."
What not to do
- Argue in public - Breach client confidentiality - Ignore - Flood with fake positives
FCA note
Complaints data is reviewed in supervisory contact - handle accordingly.