Enterprise Complaint System Collection Instruments

Name
Privacy Release Request

Purpose

Body

Subject

This email template will be used to request a third party privacy release [Case Type] Case Number:
form if needed to handle the complaint.
[Case #] [thread id]

English Text

Spanish Text

Date
First Name, Last Name
Address
City, State Zip Code
Dear Mr. /Ms. (Primary Contact Last Name)
Thank you for contacting the Department of Education.
We would like to assist you, if possible. To do so, we will need
(Complainant Name) to complete the enclosed Privacy Release
Statement. Please upload the document to Case [Case #] via My Cases
or reply to this email with the completed form.

Under development

If you have additional questions, please reply to this email.
Sincerely,

Acknowledgment Email Compliment

This email template will be used to acknowledge a compliment has been [Case Type] Case Number:
received
[Case #] [thread id]

Date
First Name, Last Name
Address
City, State Zip Code
Dear Mr. /Ms. (Primary Contact Last Name):
Thank you for contacting the Department of Education. We have
received your compliment, and are pleased you have had a positive
student loan experience.

Under development

THIS IS AN ACKNOWLEDGMENT MESSAGE ONLY.
Do Not Reply to this message
Acknowledgment Email - Suspicious This email template will be used to acknowledge a Suspicious Activity
Activity
has been received

[Case Type] Case Number:
[Case #] [thread id]

Date
First Name, Last Name
Address
City, State Zip Code
Dear Mr. /Ms. (Primary Contact Last Name):
Thank you for contacting the Department of Education. We have
Under development
received your Suspicious Activity Report. We will look into your case and
will contact you if further assistance is required.
Your Case number is: [Case #]. Please reference this case number when
contacting us about this report.
THIS IS AN ACKNOWLEDGMENT MESSAGE ONLY.
Do Not Reply to this message

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Name

Purpose

Acknowledgment Email - Complaint - This email template will be used to acknowledge a complaint has been
Request Response
received

Body

Subject
[Case Type] Case Number:
[Case #] [thread id]

English Text

Spanish Text

Date
First Name, Last Name
Address
City, State Zip Code
Dear Mr. /Ms. (Primary Contact Last Name):
Thank you for contacting Federal Student Aid regarding your complaint.
Under development
You can expect to hear back from a member of our support team in the
next 2 business days.
Your Case number is: [Case #]. Please reference this case number when
contacting us about this complaint.
THIS IS AN ACKNOWLEDGMENT MESSAGE ONLY.
Do Not Reply to this message

Acknowledgment Email - Complaint - This email template will be used to acknowledge a complaint has been
No Response Requested
received and no response has been requested

[Case Type] Case Number:
[Case #] [thread id]

Date
First Name, Last Name
Address
City, State Zip Code
Dear Mr. /Ms. (Primary Contact Last Name):
Thank you for contacting the Department of Education. We have
received your complaint case. Thank you for your time.
Your Case number is: [Case #] . Please keep this number for your
reference.

Under development

THIS IS AN ACKNOWLEDGMENT MESSAGE ONLY.
Do Not Reply to this message

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Name
Transferred to Ombudsman

Purpose

Body

Subject

The purpose of this email template is to inform a customer that their
[Case Type] Case Number:
case was closed within the ECS system and reopened as an ombudsman [Case #] [thread id]
case.

English Text

Spanish Text

Date
First Name, Last Name
Address
City, State Zip Code
Dear Mr. /Ms. (Primary Contact Last Name):
Thank you for filing a complaint with the Department of Education. The
information you have provided requires further investigation. In an
effort to further assist you, we have closed your complaint case [Case #]
and opended a new case that will be handled by the Ombudsman group.
The Ombudsman group will be in contact within the next 2 business
days. In that time they will work to identify additional actions required
to resolve your case and provide you with a new case number.

Under development

If you have not been contacted within 2 business days please reach out
to the Ombudsman Group at (877) 557-2575.
Sincerely,

Customer Update Received

This email template will be used to acknowledge when a customer has
submitted an update to a case

Update Received,Case
Number: [Case #] [thread
id]

Date
First Name, Last Name
Address
City, State Zip Code
Dear Mr. /Ms. (Primary Contact Last Name):

Under development

We have received your update and will be in touch with any further
action or resolution.
Sincerely,

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Name
Referred Externally

Purpose
This email template will be used when a complaint case has been
referred externally

Body

Subject
[Case Type] Case Number:
[Case #] [thread id]

English Text

Spanish Text

Date
First Name, Last Name
Address
City, State Zip Code
Dear Mr. /Ms. (Primary Contact Last Name):
Thank you for contacting the Department of Education. While we
recognize your concerns, the U.S. Department of Education does not
oversee the business practices of entities offering the services you
describe. We are unable to provide you direct assistance with this
matter.

Under development

We would like to inform you that your case has been closed. If you
require further assistance please contact (insert external party) and they
will work to identify any steps that may be needed to resolve your
complaint.
Sincerely,
Resolved - Federal Regulation

This email template will be used when a complaint case has been
resolved because of a policy

Resolved, [Case Type] Case Date
First Name, Last Name
Number: [Case #] [thread
Address
id]
City, State Zip Code
Dear Mr. /Ms. (Primary Contact Last Name):
Thank you for contacting the Department of Education. We have
reviewed your complaint [Case #] regarding [Complaint categoryComplaint Subcategory]

Under development

We would like to inform you that the status of your case has been
updated to closed. Federal Regulation policy restricts the Department of
Education from taking action on behalf of your complaint at this time.
Please see the attached policy to understand the reason for closing your
case.
Sincerely,

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Name
No Response from Customer

Purpose
A standard email to indicate a case will be closed if there is no further
response.

Body

Subject
No Response, [Case Type]
Case Number: [Case #]
[thread id]

English Text

Spanish Text

Date
First Name, Last Name
Address
City, State Zip Code
Dear Mr. /Ms. (Primary Contact Last Name):
Thank you for contacting the Department of Education. We have been
unable to reach you at (insert telephone number or email address).

Under development

The information provided does not allow us to move forward with
resolving your complaint. Your case is currently inactive and will close in
14 days from the date of this message if no response is received.
Please reply to this email at your earliest convenience.
Sincerely,
Complaint Resolved

This email template will be the backbone behind any email sent to a
customer when a case is resolved. Tier 2's will be able to provide
additional detail as well

Resolved, [Case Type] Case
Date
Number: [Case #] [thread
First Name, Last Name
id]
Address
City, State Zip Code
Dear Mr. /Ms. (Primary Contact Last Name):
Thank you for contacting the Department of Education. We have
reviewed your complaint [Case #] regarding [complaint category-sub
category] .

Under development

We would like to inform you that your complaint has been resolved.
The following actions were taken to resolve your complaint: (Insert
bullets explaining actions taken to resolve case)
Sincerely,

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Name
Referred Private Loans

Purpose
This email template will be used if someone submits a complaint about
a private loan servicer

Body

Subject
[Case Type] Case Number:
[Case #] [thread id]

English Text

Spanish Text

Date
First Name, Last Name
Address
City, State Zip Code
Dear Mr. /Ms. (Primary Contact Last Name):
Thank you for contacting the Department of Education. We have
received your complaint about federal student loans.
Under development
The Department of Education does not have jurisdiction over private
loan matters. You will need to work directly with the loan holder to
resolve your concerns, as permitted under the terms and conditions of
the promissory note.
If you are unable to resolve this matter, please contact the Consumer
Financial Protection Bureau at www.consumerfinance.gov.
Sincerely,

Request Upload

When requesting a customer to upload additional documentation via
the Web

Upload Requested, [Case
Type] Case Number: [Case
#] [thread id]

Date
First Name, Last Name
Address
City, State Zip Code
Dear Mr. /Ms. (Primary Contact Last Name):
Under development
The purpose of this message is to request additional documentation in
reference to your case [Case #] . To continue working your case, it is
required that you upload (Insert document desciption]. Please upload
this file via My Cases or reply to this email with the completed form.
Sincerely,

[Italicized and in brackets] : Pre-populated

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