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
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.


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