How Should You Respond to a Complaint Letter?

Responding to a complaint letter in a concise, empathetic manner is an important business practice that could preserve the integrity of the company. Avoid being defensive or making excuses.

  1. Acknowledge the issue

    Address the main concerns in the complaint letter. Summarize the complaint, but itemize the issues to acknowledge the complaintee's concerns.

  2. Apologize

    Apologize for any inconvenience caused by the addressed issues. It is important that the complaintee understands that you value him and anything else that may have been impacted by the addressed issues.

  3. Be solutions oriented

    Although you may not have an immediate solution to the addressed issues, let the complaintee know that you are working on a solution in your response. You want the complaintee to know that his satisfaction is important to the company and that internal changes are in the works to prevent the issue from happening in the future.