Useful Expressions of Dealing with Complaints

Useful Expressions of dealing with complaints

Acknowledging 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 …

Apology 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)

Accepting the Complaint

We agree that the usual high standards of our products / services were not met in this instance.

A short explanation of the fault

Introductory phrase

As a result of our investigation, we found that… (Not: After our investigation…)

Causes

The error was caused by … / was due to …

Apparently, the problem was the result of … / resulted from …

The cause of / reason for the mistake was …

Effects

As a result …

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.

Investigation to be made

We are currently investigating the cause of …

We will investigate the cause of…

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 …

An 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 Thursday, 25 August 2011.

To show our goodwill, we would like to offer you a 5% discount on your next order with us.

Regret at dissatisfaction

While we can understand your frustration, …

We understand how disappointing it can be when your expectations are not met.

Rejecting responsibility for the problem leading to the complaint

I regret to inform you that …

I am afraid that …

Unfortunately, I must point out that …

Reasons for the rejection

This is because the guarantee period has expired.

This is due to the fact that the guarantee period has expired.

If a third party (another person or organisation) is to blame, direct the complainer to that party

We therefore suggest that you contact…

A concluding paragraph aiming at retaining the goodwill of the customer

We look forward to receiving your further orders, and assure you that they will be filled correctly / promptly.

Example of complaint letter

171, Choi Hung Road
Hung Hom
Hong Kong
Tel 2235 2449

 4 May 2010

 Mr. J. Wong
Fortune Tours
317, Canton Road

Tsim Sha Tsui
 Kowloon

 Dear Mr Wong

 Complaint about Local Tour

  I am writing to complain about a tour of the new Territories organized by your 

 company.

 After lunch my family and I did not feel well due to bad stomach pains. I was forced to

 take sick leave next day, and I enclose a copy of the doctor’s note.

 Due to the discomfort and inconvenience, I request compensation for the doctor’s fees to

 the amount of $316.

 I look forward to hearing from you.

Yours sincerely

David Choi