Responding Complaint Email

While doing business, it’s very important to keep your clients satisfied otherwise all of your efforts will not produce any favourable results. When you sell something, receiving complaints is a common thing but what matters is how you handle these complaints.

The first thing you should do is to respond to that complaint so that your client knows that somebody is listening on the other side. Sending a responding complaint email is the best method to register your loyalty with the client.

This can be an uphill task as you need to be a bit diplomatic without losing the impression of sincerity. However, a couple of simple directions can make things a lot easier for you.

In the beginning, put the correct email address of the recipient followed by the subject of this email.

Next, give a proper salutation and start your email with a courteous sentence. However, avoid extending the opening paragraph and come to the point straight away. Make the other party realise that you are giving a response without any delay and you are paying full attention to resolve this issue.

In the second paragraph of your email, you will include complete details of the transaction and brief description of the problem.

Next paragraph will comprise of some compensatory offers from your side and then you will give contact numbers for further correspondence.

Conclude your email with an appropriate closing followed by your name and designation.


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    Sample of Responding Complaint Email:


    Subject: Response to your complaint

    Dear Mr. Jim,

    I am sending this email to confirm that I have received and reviewed the complaint you sent on 17th of August 2009. You registered your complaint regarding the fridge you purchased from one of our outlets on 12th of August 2009.

    Your email states that the fridge stopped working after just three days of purchasing. I would like to apologise on behalf of my company and assure you that we will replace the fridge after thoroughly checking your item in a couple of days.

    Our team will contact you and schedule a meeting for the detailed check-up of the fridge. You can contact me directly on 675-813-904 in case of any reservations.

    Once again I am sorry for all the trouble.


    Tim Mandis
    Complaints Manager
    Galaxy Electronics

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    Template of Responding Complaint Email:

    To: [email address of the recipient]

    Subject: Response to your complaint

    Dear [Name of the recipient],

    This is a response to the [reference of complaint] that you submitted on [date and time] about [name the product].

    I apologise on behalf of my company and let me assure that we will look into this matter as top priority in order to resolve this issue as soon as possible.

    You must not worry as we are offering you [mention the compensation]. You can contact us on [contact information] in case of any questions.

    Once again I am sorry for the inconvenience.


    [Your Name]
    [Other necessary details]

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