⟡ “We Closed Your Complaint. You Should Already Know the Result.” ⟡
Ofqual Confirms It Has Closed a Formal Complaint Case — Without Stating the Outcome or Grounds for Closure
Filed: 23 May 2025
Reference: SWANK/OFQUAL/EMAIL-01
📎 Download PDF – 2025-05-23_SWANK_Email_Ofqual_ClosureNotice_ComplaintOutcomeDelivered.pdf
Summary: An auto-notification from Ofqual confirms the closure of a formal complaint investigation. No details are included; the message assumes prior contact was received.
I. What Happened
On 23 May 2025, Ofqual sent an automated message confirming that a previously filed complaint was now closed. The message does not state:
– What the complaint was
– What the outcome of the investigation was
– When or how the complainant was informed
It simply states the case has been closed and references prior contact, implying the complainant should already be aware of the findings.
II. What the Complaint Establishes
• Ofqual does not include outcome transparency in its final complaint communication
• This type of closure assumes the complainant received and understood a prior, unspecified message
• Institutional finality is asserted without evidence, summary, or engagement
• Procedural language is used to signal completion without confirming whether the issue was addressed or understood
• The lack of detail enables silent dismissal of systemic concerns — behind the curtain of “process completed”
III. Why SWANK Logged It
Because closing a case doesn’t mean resolving one.
Because "you already know the outcome" is an excuse for not restating what matters.
Because complaint processes should end with clarity, not assumption.
SWANK records closure statements — especially when they close more doors than they open.
IV. SWANK’s Position
We do not accept that an outcome is valid if it is not clearly stated.
We do not accept that automation should replace accountability.
We do not accept that “we investigated” is the same as “we answered.”
This wasn’t a conclusion. This was a procedural shrug.
And SWANK will document every time closure meant silence.
⟡ This Dispatch Has Been Formally Archived by SWANK London Ltd. ⟡
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