Complaint handling letter

Complaint Handling Letter

A Complaint Handling Letter is a reply sent by a company or organization to a customer or client who has lodged a complaint. This letter aims to address the issue, provide a solution, and retain customer satisfaction.

Key Tips for Writing Complaint Handling Letters

• Use polite and positive language.
• Be honest and transparent.
• Offer practical solutions.
• Avoid blaming the customer.
• Maintain professionalism throughout.

Format of Complaint handling letter

Sender's Address
(Company Name, Address, Contact details)

Date:
(DD/MM/YYYY)

Receiver's Address
(Customer Name, Address, Contact details)

Subject: Reply to Complaint / Apology for Inconvenience / Resolution of Complaint

Salutation:
Dear [Customer Name],

•  Acknowledge the Complaint:
  We have received your complaint dated [date] regarding [issue/problem].
  Or
  Thank you for bringing to our attention the issue related to [product/service].

• Apologize for the inconvenience:
  We sincerely apologize for the inconvenience and disappointment caused by this situation.

•  Explain the situation (optional):
  Upon investigation, we found that [brief explanation of the reason for the issue if necessary].

•  Provide Solution/Action Taken:
  We are taking immediate steps to [explain the solution: replace/refund/repair/compensate].
  Or
  We have initiated [the necessary steps] and your issue will be resolved by [date].

•  Assurance for future:
  We assure you that necessary measures have been taken to prevent such occurrences in the future.

 Closing statement:
Thank you for your patience and understanding. Please feel free to contact us if you need any further assistance.

Complimentary Close:
Sincerely / Yours faithfully

Signature
(Name)
(Designation)
(Company Name)
(Contact information)

Example

ABC Electronics Pvt. Ltd.
45, Industrial Area, Delhi – 110001
Date: 14 June 2025

To,
Mr. Rajesh Kumar
Flat No. 12B, Green Residency
Lucknow – 226001

Subject: Response to Your Complaint Regarding Faulty Refrigerator

Dear Mr. Kumar,

We sincerely thank you for bringing your concern to our attention regarding the defective refrigerator (Model No: FRZ1234) you purchased on 5 June 2025 from our Lucknow branch.

First and foremost, we apologize for the inconvenience and discomfort this defect has caused you. After carefully reviewing your complaint and inspecting the product, we found that the malfunction was due to a rare internal manufacturing fault.

As a responsible company, we are committed to providing the best service to our valued customers. We have initiated the process of replacing your refrigerator with a new one, which will be delivered and installed at your residence within the next 3 working days. Our service team will coordinate with you for the smooth replacement.

We also assure you that necessary steps are being taken to prevent such incidents in the future by enhancing our quality control measures.

Thank you for your patience and understanding. Please feel free to contact our customer care team at +91-12345-67890 for any further assistance.

Sincerely,
Amit Verma
Customer Service Manager
ABC Electronics Pvt. Ltd.