Communications: Handling of complaints/compliments: correspondence from MPs
A letter from an MP should be acknowledged immediately. If it involves a complaint it should be referred to the Customer Service Team in Ferrers House straightaway. If it does not, the reply should be approved by your manager before it is signed.
When you acknowledge or reply to the correspondence, remember
- to quote any reference given by the MP, and
to return any original correspondence (such as a constituent’s letter) forwarded by the MP.