Respond to a complaint but giving adjustments - letter example

GUIDELINES

  1. If it is not the mistake of the company, you can either allow a claim partially or wholly. Let the client know about his or her mistake, if there is any, to avoid the problem to happen again. Do this briefly, do not accuse him or her. Write the letter showing that your company upholds fairness and the client's relationship.
  2. If you are allowing the claim, tell the client immediately. Or you can first write the letter positively that you have recognized his or her problem.
  3. Briefly, discuss the reason for the problem and the action that you are willing to give. If you are giving him or her one-time consideration to a normal rule, tell it to him or her clearly.
  4. Close the letter positively, have this chance also to promote your business or that you are looking forward to having another business with the client in the future.

SAMPLE LETTER

[Senders Name]
[Address line]
[State, ZIP Code]

[Letter Date]

[Recipients Name]
[Address line]
[State, ZIP Code]

[Subject: Normally bold, summarizes the intention of the letter] -Optional-


Dear [Recipients Name],

Thank you for sending an email regarding the problems you encountered with your touch-screen phone unit. We can no longer issue you a full refund because the specified period for returns has already elapsed. Also, we do not cover problems that are brought about by actual use. What we can do is send one of our repair specialists to check on the problem and make any repairs, if necessary, for free. Thank you very much for your consideration. We look forward to hearing from you again.

Sincerely,

[Senders Name]
[Senders Title] -Optional-

[Enclosures: number] - Optional -
cc: [Name of copy recipient] - Optional -