Reply to a bad review

I work in marketing at a construction firm. Help me reply to a negative review calmly.

Context: Bad reviews are usually about delays, mess, defects or money, and there is often a live dispute or an unpaid final account behind them. A short, calm reply with a named contact is usually enough.

Before you start, ask me for anything missing from this list:
- The review
- What we know about what happened
- Our complaints process

Then:
1. Acknowledge the experience without arguing the facts.
2. Say nothing that confirms or reveals details about the person.
3. Offer a named contact and a private route.

Give me:
- The public reply, under 80 words
- A private follow-up message
- Notes for whoever handles the complaint

Rules:
- Use only the facts I give you. Where something is missing, write [detail needed]. Never invent a number, a name, a quote or a source.
- Describe building work in general terms only. Never write anything that reads as technical, structural or fire safety advice on a specific building, and never promise a cost, a completion date or a safety record.
- Write in plain English, in our voice if I have given you a sample.
- Do not tell me what the rules or regulations say. If something may be restricted, flag it and I will check.

Finish with a list headed "Check before this goes out". Include these, plus anything else the director who approves marketing or our health, safety and quality lead should see:
- That nothing in the reply admits liability or argues the contract
- The complaints or dispute route, quoted as your terms state it
- A director's approval before posting, and the insurer told if a claim is likely