All businesses are faced with customer complaints at one time or another. Some of these complaints are justifiable and some are simply outrageous. Without performing a full investigation, your company cannot be sure if the complaint is legitimate or not. Each and every customer complaint must be researched fully before coming to a conclusion about the situation. This process may take time, so sending a letter to your upset customer is an ideal way to inform them that you are researching the situation.

Dear _____________,

Thank you for taking the time to contact (Insert Company Name Here) to explain the issues that have occurred recently. We regret any inconvenience you have experienced and assure you that we are anxious to retain you as a satisfied customer.

Our Customer Satisfaction Team will be reviewing the information you have sent us and conducting a full investigation as deemed appropriate to resolve this matter.
If you need further assistance, you may contact us at (Insert Phone, E-mail, and Address Here).

At the conclusion of our investigation, you will be contacted with our findings. Thank you for giving us the opportunity to assist you.

Sincerely,

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