Answering The Letter Of Complaint, Accepting Or Rejecting It. (Page 2 of 3) in pdf

Answering The Letter Of Complaint, Accepting Or Rejecting It. Page 2

Proposal to settle the difficulty



As a gesture of our regret, we are prepared to …/ we are willing to …/ we would like

to …



To show goodwill, we will …

An offer to take goods back, make a replacement, give a discount etc.



We have dispatched the new items by express courier. They should arrive by Friday,

28 November 2008.



To show our goodwill, we would like to offer you a 5% discount on your next order

with us.

Regret at dissatisfaction



While we can understand your frustration, ...



We understand how disappointing it can be when your expectations are not met.

Rejecting responsibility for the problem leading to the complaint



I regret to inform you that …



I am afraid that …



Unfortunately, I must point out that …

Reasons for the rejection



This is because the guarantee period has expired.



This is due to the fact that the guarantee period has expired.

If a third party (another person or organisation) is to blame, direct the complainer to that

party



We therefore suggest that you contact...

A concluding paragraph aiming at retaining the goodwill of the customer



We look forward to receiving your further orders, and assure you that they will be

filled correctly / promptly.

Answering The Letter Of Complaint, Accepting Or Rejecting It. Page 2