Failure-to-answer schedule

Audit, do not editorialise

The schedule works because it is mechanical.

Take the complaint or challenge you actually sent. Copy each material issue or question into its own row. Then record where the response dealt with it, if at all. Marking a point “unanswered” should be demonstrable from the documents.

Editable template

Failure-to-answer schedule

Use this after a final response, ombudsman decision, internal review or other substantive reply.

How to edit it: replace everything in square brackets with your own details. If a bracketed paragraph does not apply, delete it before sending.

FAILURE-TO-ANSWER SCHEDULE

No. | Issue / question raised | Where raised | Response given | Status | What remains unanswered / why material
[1] | [original wording or accurate summary] | [complaint §2 / email date / page] | [response wording or “no response identified”] | [Answered / Partial / Unanswered / Reframed] | [precise omission and why it matters]
[2] | [issue] | [where] | [response] | [status] | [omission]

Suggested status meanings
Answered: [the material question was actually determined]
Partial: [some but not all of it was answered]
Unanswered: [no substantive answer identified]
Reframed: [the response answered a different or narrower question]

Closing summary
Total material issues reviewed: [number]
Answered: [number]
Partial: [number]
Unanswered: [number]
Reframed: [number]

Keep this neutral. The schedule should let the documents demonstrate the omission.

Then write the follow-up

Do not resend the whole case unless necessary.

Use the schedule to identify the few omissions that matter. A short follow-up saying “Issue 4 remains unanswered for the reason shown in row 4” can be stronger than another 15-page narrative.

Official & related guidance

Check the route that applies to your situation.

Check the linked guidance before sending. Rules, complaint stages and time limits can differ by sector.