Respond to a Complaint and Treat It As Valuable Feedback • Letter Templates and Guides

How to write this letter:

1Thank the customer for the feedback or simply apologize. Do not refer to the customer's concern as a complaint.
2Explain the reason for the situation or what steps you are taking to correct it.
3Close with a positive statement.


This is a good public relations letter. It lets the customer feel appreciated and it gives you an opportunity to explain what you are doing to make things better.

Example Letter #1


We appreciate your letter suggesting a "less confusing" format for our sales catalog. We regret that you have had difficulty with the current layout and realize that many others may be having the same problem. Thank you for taking the time to bring this to our attention. We have directed our art department to consider your concerns for the next issue. Again, thank you for the valuable feedback.

Example Letter #2


I appreciated your valuable comment concerning the slippery walkways around our sales lot and was sorry to hear that you lost your footing and fell while viewing our vehicles last week. This has been a rough winter, and we have had to hire additional personnel to keep up with the snow and ice removal. Still, I thought the walkways were clean last week so I appreciate your calling this to my attention. We may need more supervision of our snow removal crew. I assure you the next time you visit our location the walkways will be clear and safe. Thank you for caring enough to tell us.

Example Letter #3


Thank you for alerting me to the offensive treatment you received at my convenience store. That particular cashier is sorting out some very difficult personal matters that I am afraid affect her ability to be courteous. I am working with her. She desperately needs employment and I hope to give her a chance. I hope too, that you will tolerate her curtness this once. Naturally, should it happen again, I would appreciate another report. Let's hope for the best and thank you for patronizing Doe's Quick Mart.

Example Letter #4


Thank you for your letter regarding the poor service you received at our Springfield office. Customer opinion keeps us on our toes. I have spoken with the man that waited on you and showed him your letter. He acknowledged the poor service and promised to improve. Please come back and try us again. We appreciate your business.

Write Your Letter Step-by-Step


Thank the customer for the feedback or simply apologize. Do not refer to the customer's concern as a complaint.

Example Sentences for Step 1

Example Phrases for Step 1


Explain the reason for the situation or what steps you are taking to correct it.

Example Sentences for Step 2

John is extremely knowledgeable in the field of automation, and has been instrumental in saving many of our clients a great deal of money, but it is true that he does not always listen as carefully as he should. Thanks, in part, to feedback such as yours, he has arranged to attend a course in improving communication skills. Unfortunately, two of our regular staff members missed work
last week. The temporary helper clearly misunderstood the scope of her duties. She was replaced on Wednesday. We are grateful for the feedback we receive from customers like you. It helps us serve you better.
We always appreciate customer comments and consider these carefully as we adjust product formulations. I must agree that our "Super Kreemy" line may be a little too smooth. I suggest that you try our "Special Recipe" ice cream. It is my personal favorite. I am enclosing a coupon for a free quart. I hope you like it. I have spoken to the tenant, Mrs. Doe, and she has agreed to have her teenagers use headphones when playing music in the evening. She was not aware that they were creating a disturbance and suggests that you speak to her if you have any more problems with noise. Her number is 555-5555. Call me again if the problem persists. I passed on your comments to the housekeeper, who informs me that a new employee prepared the room. Clearly more training or a change in staff is needed here. We are also tightening up our inspection system. Thank you so much for pointing out this problem, so we could correct it quickly. We especially appreciated your comments and suggestions about refilling empty serving dishes at the buffet. You are right that customers who arrive later in the evening deserve the same variety as those who dine earlier. We have discussed your remarks at our weekly staff meeting and are implementing some pleasant changes. Your letter has been forwarded to the supervisor of employee training. He will use your suggestions in planning future seminars. If we want to retain our reliable staff, we must pay competitive salaries. This fact, together with a 30% increase in the price of materials, has kept our operating costs climbing steadily over the past three years. Still, we held off on this price increase as long as we could. This is our first increase in nearly four years. We hope to hold off just as long before making another one.

Example Phrases for Step 2


Close with a positive statement.

Example Sentences for Step 3

Example Phrases for Step 3