Here we’re going to look at some functional language you can use when responding to complaints. The complaint could be an internal one or from one of your clients or customers. The complaint could range from something very simple such as pointing out an error in some figures, to something more complex such as a delay to the construction of a building project.
Whatever the situation, however, you can follow the same basic structure when responding. You will need to reference the problem, say what action you are taking or have taken, apologize, and give your assurances that the problem will be rectified.
REFERENCING THE PROBLEM/MISTAKE
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Thank you for bringing this matter to our attention. Thank you for informing us about …. Thank you for letting us know about ….. I/We appreciate you informing us about …. We have received your …. of …. regarding …… |
TAKING ACTON
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We are now/currently looking into ….. We are investigating the incident….. We have contacted/spoken to…. We have investigated …. and found that…. |
APOLOGISING - INFORMAL
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Sorry for + something Sorry for/about (not) + verb+ing…. We’re/I’m sorry for/about (not) ….. Apologies for (not) + verb+ing… |
APOLOGISING - MORE FORMAL
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I would like to apologise for + something I would like to apologise for (not) + verb+ing….. I must apologise for (not) +verb+ing…. I do apologise for (not) +verb+ing…. Please accept my/our apologies for + something. Please accept my/our apologies for (not) + verb+ing… |
APOLOGISING - STRONG
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I really must apologise for (not) +verb+ing…. I’m very sorry for (not)… I’m terribly sorry for/about (not)….. I really am sorry about + something. I really am terribly sorry for (not) + verb+ing…. |
GIVING REASONS
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….. was due to…… …… happened because ….. ….. was the result of…. ….. was because of ……. …. was caused by…. |
SHOWING SYMPATHY
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We hope you haven’t been inconvenienced by … We hope this hasn’t inconvenienced you too much. We hope this hasn’t caused you too much trouble. |
GIVING ASSURANCES
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I assure you that… I would like to assure you that… I promise/guarantee you that… I can give you my/our assurances that…. I will do my best to…. |
RECTIFYING PROBLEMS/MISTAKES
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We are doing our best to resolve/rectify…. We are taking the necessary steps to… We are doing everything we can to… We have resolved the problem… We have rectified the situation… We will correct the problem…. |
CLOSING
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Thank you once again for informing about ….. Once again, we apologise for …… |