A useful pack allows someone unfamiliar with the dispute to find the record supporting each important point. More documents do not automatically make a clearer case.
- Keep the originals. Store original emails, attachments, photographs and letters safely. Work from copies when you organise or annotate records.
- Group the main records. Separate your complaint, the organisation’s responses, supporting correspondence and other evidence.
- Give each item a reference. Simple identifiers such as E01, E02 and E03 make records easier to refer to consistently.
- Use descriptive filenames. For example, “E03 — 13 March — missed appointment follow-up.pdf”. Include the year in your own records.
- Write a short index. Record the reference, date, document name and the point it supports. Note any missing attachments.
- Remove unnecessary duplication. Avoid sending the same email chain several times, but preserve the full context in your original records.
Protect information that is not needed
Check whether a document contains another person’s details or unrelated sensitive information. Share only what is relevant, using the receiving organisation’s agreed method. Keep an unaltered original if you make a redacted copy.
Before you send it
Check the receiving organisation’s file limits and instructions. Make sure files open, pages are legible and the index matches the attachments. Keep a copy of exactly what you submit and any receipt.
A useful final check: Can a new reader find the evidence for each main point without asking you where it is?
General information about organising and presenting complaints, not legal advice.
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