Complaint Letter Response

If you have received a complaint letter it is common courtesy to reply, whether you are rejecting responsibility of the complaint or accepting it. Your tone should remain similar to that in the complaint, unless on the rare occasion the letter of complaint has been written in anger then you as the recipient should demonstrate a more positive attitude.

It is common for companies to use generic complaint letter responses, but what you decide to send back depends on the content of the complaint letter and how you wish to deal with it. Some companies will prefer to be more personal and attentive to what was said, while others will send vague replies that do not offer any solution, also depending on the reason why you wrote the complain letter.

It might be useful looking at some complaint letter advice that may be applicable to your complaint letter response.

Format for a Complaint Letter Response

When a customer has expressed through a complaint letter their disappointment or dissatisfaction with a product or service, your response should be rapid and courteous. There are a few mandatory points to cover in your complaint letter reply:

  • Acknowledge the facts and information presented to you in the complaint letter.
  • If you decide to accept the complaint:
    • Apologise for the wrongdoing
    • Explain why it may have occurred

    • Offer to investigate further
  • If you decide to reject the complaint:
    • Offer your regret for the customer´s dissatisfaction
    • Reject responsibility with reason
  • Offer a means of settling the dispute (e.g. replacing product, passing on blame, changing service).
  • End the letter by reaching out to the customer to maintain their loyalty to your business.

Take a look at some complaint letter samples for response templates too.

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