First, upon receipt of a complaint take it and register, be sure to indicate the date of receipt, name and position of the person who received it. Give the claimant a copy of the complaint marked and the reception. Please note that even if you don't accept the claim, the applicant can just send it to you by registered letter with acknowledgment of receipt. In principle, this will be enough to assume that you claim received.
In the preparation of the response to the complaint, prepare written evidence that will defend your position. Also restore the chronological order of the events referred to in the claim. In consequence of your answer to the complaint may be used in court as evidence of your position, so try to solve the issue in a peaceful manner, and offer the client some compensation in response to the complaint. If the issue is not resolved and will be brought to trial, then your position can positively influence the court's decision. Usually the timing of the response to the claim established in the contract. You, as the recipient of the claim, must obtain, review and provide a written response to it within this period.
In response to the complaint specify all necessary for the document information, namely:
write the name of the company, details of registration and the addresses of the sender and the recipient of the complaint.
Specify the essence of the complaint. If the claim was fully or partially executed, specify the amount of compensation and the time and method of reimbursement.
If you were denied the appeal, indicate the reasons for denial, citing certain legal documents the articles of the law. Do not forget to specify all documents attached to the response to the complaint.