Customer complaints are a normal part of doing business and in many cases help to improve efficiency. It is extremely important to be very thoughtful in responding to complaints from customers as it can quickly lead to loss of business if not properly handled.

Sample Letter Acknowledging Complaint

[insert organisation name/logo/Contact Information]

[insert Customers name]
[insert address]
[insert date]

Dear [insert name of customer and title if known]

I am writing to confirm that we have received your complaint about [insert outline of complaint].

We are currently investigating the circumstances surrounding the problem.

Within [insert a time frame that is both short and achievable] we will provide a more substantive response to your complaint and provide a suitable solution.

Thank you for bringing it to our attention, and for your patience while we explore this matter.

If you have any questions concerning this letter, or would like to discuss the complaint further, please contact [insert staff name], [insert position], [insert contact number] .

Yours sincerely
[insert staff name], [insert position],
[insert address].

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