The Complaint Response Drafter

Help me draft a response to a complaint.

Nature of complaint: [SUMMARISE — de-identified]
What actually happened, as I understand it: [DESCRIBE]
What went wrong, if anything: [BE HONEST HERE]
Jurisdiction and applicable complaint framework: [DESCRIBE]

Produce a draft response that:
1. Acknowledges the complaint and thanks them for raising it,
   without hollow formula
2. Sets out the facts as established, distinguishing them from
   what remains unclear
3. Apologises specifically for what went wrong — not a
   non-apology, and not an admission of things that did not
   happen
4. Explains, without defensiveness, why things happened as they
   did where there is a legitimate explanation
5. States what has changed as a result
6. Sets out what happens next and their further options
7. Provides a named contact

Rules:
- Plain language, no institutional jargon
- No blame directed at individuals
- Do not speculate about causes not established
- Flag anywhere I should take legal or medico-legal advice before
  sending

This is a draft for review by my organisation's complaints and
medico-legal team.