FixAreas: Letters, Sending
Your letter will not go out with a blank in it
If a letter still has something in square brackets for you to fill in, we now stop the send and tell you which one, whether you are sending it from NoReply or marking it as sent yourself. The letter is untouched, so you fill it in and carry on.
A letter can reach you with something still in square brackets for you to fill in: your name, your address, an account number. Send it like that and the person handling your complaint reads a template rather than your complaint.
The send stops and names the blank
If one is still there, nothing goes anywhere, and we say which one we found:
Your letter still has a blank in it: [your account number]. Fill it in, then send.
Every route out asks the same question first. Sending from NoReply, marking the letter as sent from your own inbox, and telling us you put it through the company’s own form are all checked the same way, and none of them starts your clock until the blank is filled in.
Your letter is left alone
Nothing is rewritten and nothing is deleted. You fill in the blank and carry on from the same place.
A square bracket is not always a blank
Finished letters are full of them: a case reference, a postcode, a law quoted with its year. Those go through. We stop on the ones that are asking you for something.
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