1. Apologize for the incident. Also include why the incident happened without sounding defensive.
  2. Make an assurance that the incident is just a one time thing and will not happen again.
  3. If it is possible or in your policy, then you may want to offer some sort of compensation.
  4. End on a positive tone.


[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],

I am very sorry for the (mention the event that occurred). That day was a busy one, and there were several glitches in our system which resulted in the poor service that you received. For that, I sincerely apologize.

Please rest assured that this incident will not happen again as we are working on improving our services even further.

Enclosed is a voucher which you can use for your next transaction with us.

Again, I do apologize and thank you for your understanding in this matter.


[Senders Name]
[Senders Title] -Optional-

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