Complaint Response Letter

Businesses offer different goods and service to its customers and receive their positive or negative response. Complain letter is one of the examples of negative response from customer for any product or service. This letter is part of regular transactions of each business because all businesses face customer complaints at one time or another. Some of these complains are outrageous but some are justifiable therefore company performs complete investigation in order to find out either complaint is legitimate or not. Although sending a complaint response letter to an upset customer is an ideal way to retain your potential customers. In this way you can realize them that you have taken notice of their complaint and investigating situation.

Before taking any kind of action you have to do some research to find out exact situation and take your decision on its conclusion. This whole process may take longer time but it is essential for benefit of your customer and organization. This letter is drafted by following special format and printed on company’s letterhead. Complaint response letter can be designed easily with the help of sample complaint response letter. Today I am sharing a complaint response letter with you, which is frequently used by several companies to respond their customers. It will provide you with an outline about format, structure and style of formal complaint response letter.

Sample Complaint Response Letter

“Your company letterhead information”

[Enter Customer Name]

[Enter House Number]

[Enter Street Name]

[Enter Town/City]

[Enter County]

[Enter Post Code]

[Enter Date]

Dear [name]

Ref: [Enter reference number if applicable]

Thank you so much for your time to communicate us why our {product / service} did not meet your expectations. We have strong desire to address your needs and provide you with the best possible solution available to resolve your issue as soon as possible.


I have personally investigated your complaint and would like to apologize for [mention here brief summary of mistake/poor service], and for the inconvenience which has caused to you just because of us.

As a result of our mistake/poor service [enter your measures taken to overcome customer’s lose]

We will be in contact with you in the coming days to make our best efforts in retrieval of your confidence in our company. Your response is highly valuable to us because it help us to further evaluate how we can avert this problem from happening again in the future.

Please accept our sincerest apologize for any trouble or inconvenience caused to you just because of us.  We highly appreciate your feedback in future again because it will assist us in becoming better at what we do.  We strongly believe in advertisement by words of mouth from our satisfied customer so we try our best to avoid this problem in near future. It’s our one of prime goals to retain you as a satisfied customer and will hope to serve you again in the future.

[Here you can provide an additional paragraph explaining your company’s policies and measures regarding customer complaints].

Additional paragraph and enclosure [here you can explain possible number of days to fix complaint or problem]

[I also enclose a copy of our internal Complaints Procedure for your information.]

Once again, we are sorry for the nuisance we caused you and hope you will find that the points above offer a fair resolution.

Yours sincerely,

[Enter Name of person handling the complaint]

[Enter Job title of person handling the complaint]

[Enter your complete contact details here]

[Name of company, Complaints Procedure leaflet]

[Signature of Authorized person]

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