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Sample Letter For Response to Customer Complaint

All businesses face 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 know whether a complaint is legitimate or not. Therefore, every complaint must be researched thoroughly before you reach a conclusion about the situation. This process may take time; hence, sending a letter to an upset customer is an ideal way to inform him or her that you received the complaint and you are investigating the situation.

Dear _____________,

Thank you for taking time to contact [company name] to explain the issues that have occurred recently. We regret any inconvenience you have experienced, and we assure you that we are anxious to retain you as a satisfied customer.

Our Customer Satisfaction Team is reviewing the information you sent us and conducting a full investigation in order to resolve this matter fairly.

If you need further assistance, you may contact us at [phone, e-mail address, and physical address].

At the conclusion of our investigation, we will contact you about our findings. Thank you for giving us the opportunity to assist you.

Sincerely,