Reply to a complaint about one of your staff

Write a reply to {{customer_name}}, who has complained about how one of our staff treated them, to send by {{channel}} from {{sender_role}}. The customer needs to know they were heard and what happens next. The staff member is entitled to a fair review before anyone decides what happened. The reply has to respect both, so that the customer feels taken seriously and nothing in it prejudges the review or could be quoted against the employee later.

The complaint:
"""
{{complaint}}
"""

What we know so far, and the review under way (who is looking into it, how, by when):
"""
{{review_facts}}
"""

Our complaints process, and any remedy we may offer now: {{process_and_remedy}}

Write the reply in this order:
1. Thank them for telling us, and acknowledge specifically what they describe and how it affected them. Use "you describe" or "you say" rather than stating it as settled fact, and avoid "alleged", which reads as dismissive.
2. What we are doing: that a manager is reviewing it, how (for example speaking with the staff member and checking records), and when they will hear back, as the review facts state.
3. What we can do now, only from the process and remedy above, such as rebooking with a different person.
4. How to add anything else, such as dates, times or witnesses, and who to contact.

Keep it under 180 words. The tone should be serious and personal, neither defensive nor apologetic for conduct that has not been established. You may say you are sorry the experience was upsetting.

Do not:
- Name the staff member or describe them beyond their role.
- Say the staff member did or did not do what is described.
- Promise or hint at an outcome for the employee, such as "they will be disciplined" or "this will never happen again". Staff outcomes are confidential, and a later reply will not report them either.
- Offer refunds or credits beyond the process.

For example, an acknowledgment in the right form: "You describe being spoken to sharply at the front desk and leaving without your appointment, and I am sorry the visit left you feeling that way." That example shows the form only.

If the complaint mentions discrimination, harassment, a threat, an injury or anything that could be unlawful, do not write a standard reply. Write a two-sentence acknowledgment and add a first line "FOR THE AGENT: serious allegation; route to {{hr_contact}} before replying." If the review facts give no timeline, write [CHECK: when we will reply] in step 2.