Acknowledging receipt of a complaint letter
| 1. | Thank you for your letter of (date) regarding/ concerning / in connection with | () |
| 2. | I refer to your letter of (date) about / relating to | (). |
| 3. | We would like to thank you for informing us of our accounting error in your letter of 19 November. | 19- . |
Apology for the error or fault
| 1. | We must apologise for | |
| 2. | We sincerely apologise for | |
| 3. | Please accept our apologies for | , |
| 4. | I would like to apologise for the error made by our company in | , |
| 5. | We ask you to accept our apologies for the delay and inconvenience you have been caused. | . |
| 6. | We assure you that we have done all we could to speed up the delivery. | , , . |
| 7. | We are sorry for the delay in replying to your letter. | . |
| 8. | I regret any inconvenience caused. | . |
| 9. | I would like to apologize for the delay/ the inconvenience... | / |
| 10. | I am writing with reference to (situation or complaint) of (date). Firstly I apologise for the inconvenience/ distress/ problems created by our error. | ( ) (). -, / / , . |
Accepting the Complaint
| 1. | We agree that the usual high standards of our products/ services were not met in this instance. | , / . |
| 2. | We take great care to ensure that important matters such as this are properly managed/ processed/ implemented. On this occasion a standard has clearly not been met/ we have clearly not succeeded in meeting your expectations. | , , , / / . , , , / , , . |
| 3. | I am very sorry that the shipment of the products that you received was defective thus we did not meet the high standards of the goods as you expected. I understand your disappointment and regret the inconvenience caused you. | , , , , , , . , . |
| 4. | While we cannot give you an explanation at present, we can promise you that we are looking into the matter and will write to you again shortly. | , , . |
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A short explanation of the fault
| 1. | As a result of our investigation, we found that... | , |
| 2. | As we are sending our orders promptly, I think these delays may have something to do with the haulage contractors and I am making investigations at the moment. | , , , , , . |
| The mistake was due to a fault in one of our machines, which has now been corrected. | , . | |
| 4. | We have checked our accounts and found that we have been sending you the wrong statement due to confusion in names and addresses. | , . |
| 5. | The error was caused by/ was due to | |
| 6. | Apparently, the problem was the result of/ resulted from | , |
| 7. | The cause of/ reason for the mistake was | |
| 8. | Unfortunately, production in our factory was held up for six weeks by a fire / by a breakdown of machinery. | , 6 / . |
| 9. | Please let me explain our side. The wrong shipment is caused by the error in the system of the computer listing. | , . . |
| 10. | The reason for the poor quality in the units you complained about was due to a faulty manufacturing process. This is being corrected at the moment and we are sure that you will be completely satisfied with the replacement units we will be sending you in the next few weeks. | , , . , , -, . |
| 11. | The paintwork on the body of the car became discoloured because of a chemical imbalance in paint used in spraying the vehicles. We have already contacted our own suppliers and are waiting for their reply. Meanwhile we are taking these models out of production and calling in all those that have been supplied. | , . . ̳ , , . |
| 12. | The material you complained of had now been withdrawn. Its fault was in the weave of the cloth and this was due to a programming error in the weaving machines themselves. This has been corrected and replacement materials are now being sent to you. | , , . , . , . |
| 13. | As a result/ consequently | , |
| 14. | This led to/ resulted in |
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Solutions
| 1. | We have modified / changed our... | |
| 2. | We have implemented a system... | |
| 3. | To prevent re-occurrences we have set up a verification procedure. | , . |
| 4. | The great pressure of orders for these goods has made it impossible for us to deliver the goods in August. | . |
| 5. | We agree to pay you without prejudice 500$ in a full and final settlement of your claim. | 500 糺. |
| 6. | We prefer to settle the matter by arbitration rather than to pay such an allowance which we consider to be exaggerated. | , , . |
| 7. | We already do something so that this kind of situation wont happen again. | , . |
| 8. | We are arranging to send replacements on | |
| 9. | Would you please return samples of the items you are dissatisfied with and I will send them to the factory in London? | , , ? |
Assurances
| 1. | We assure you that this will not happen again. | , . |
| 2. | I will assure that the quality standards of our product will be met because our key priority is to protect our reputation for delivering the best product in the market. | , , . |
| 3. | We shall ensure that similar mistakes dont occur again. | , . |
| 4. | We shall do everything we can to ensure that goods are dispatched on time in future. | , , . |
Proposal to settle the difficulty
| 1. | As a gesture of our regret, we are prepared to / we are willing to / we would like to | ⳅ/ / |
| 2. | To show goodwill, we will | , |
| 3. | We have dispatched the new items by express courier. They should arrive by 14 October 2011. | . 14- 2011. |
| 4. | To show our goodwill, we would like to offer you a 5% discount on your next order with us. | , 5% . |
| 5. | If all is in order, you can expect the full reimbursement within 2 weeks after our representative's inspection. | , 2- . |
| 6. | The replacements of the faulty articles are on the way to you and you should receive them within the week. We are sure that you will be satisfied with them and there will be no repetition of the faults. Thank you for you patience in this matter and we look forward to hearing from you soon. | , . , , . . |
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Regret at dissatisfaction
| 1. | While we can understand your frustration,... | 쳺 |
| 2. | We understand how disappointing it can be when your expectations are not met. | 쳺, , . |
