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How to Reply to Complaints Acknowledging receipt of a complaint letter Accepting a Complaint Rejecting a Complaint Apology for the error or fault Regret at dissatisfaction Accepting a Complaint Rejecting responsibility for the problem leading to the complaint A short explanationof the faultInvestigation to be madeProposal to settle the difficulty An offer to take goods back,make a replacement,give a discount etcIf a third party(another person or organization)is to blame,direct the complainer to that party A concluding paragraph aiming at retaining the goodwill of the customer reasons for the rejectionAcknowledging receipt of a complaint letter Thank you for your letter of regarding/concerning/in connection with I refer to your letter of about/relating to backApology for the error or fault We must apologise for We sincerely apologise for Please accept our apologies for I would like to apologise for the error made by our company in(verb+ing)backAccepting a Complaint We agree that the usual high standards of our products/services were not met in this instance.back A short explanation of the faultIntroductory phrase As a result of our investigation,we found that.(Not:After our investigation.)Causes The error was caused by /was due to my carelessness Apparently,the problem was the result of /resulted from The cause of/reason for the mistake was Effects As a result,you received wrong-size products This led to Consequently Solutions We have modified/changed our.We have implemented a system to.To prevent re-occurrences we have set up a verification procedure.Assurances We assure you that this will not happen again.backWe are currently investigating the cause of.We will investigate the cause of.at once.BackInvestigation to be made While we can understand your frustration,.We understand how disappointing it can be when your expectations are not met.It is a great pity that your expectations are not met BackRegret at dissatisfaction I regret to inform you that I am afraid that Unfortunately,I must point out that Back Rejecting responsibility for the problem leading to the complaintReasons for the rejectionThis is because the guarantee period has expired.This is due to the fact that the guarantee period has expired.BackIf a third party(another person or organization)is to blame,direct the complainer to that partyWe therefore suggest that you contact.contractBack Proposal to settle the difficulty As a gesture of our regret,we are prepared to/we are willing to/we would like to To show goodwill,we will BackAn offer to take goods back,make a replacement,give a discount etc We have dispatched the new items by express courier.They should arrive by Tuesday,6 November 2012.To show our goodwill,we would like to offer you a 5%discount on your next order with us.BackA concluding paragraph aiming at retaining the goodwill of the customerWe look forward to receiving your further orders,and assure you that they will be filled correctly/promptly.Place an order/fill the order BackPositive Tone in Adjustment Letters To develop your ability to use a positive tone in letters of adjustment.Letters of complaint are often written with a very negative tone,but you should not copy the negative words,you should replace them with positive or neutral ones.NegativePositive/Neutral your complaintyour commentfailureoperation/functioningproblemissuethe lack ofthe number oftoo manythe large number of
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