After learning how to write a complaint letter, let’s switch the angle and learn how to write a reply to a complaint letter. Both appear frequently in the DSE English Paper 3 Part B. Wall Street English will provide you with the common sentence patterns you can use to write a decent and polite reply to a complaint letter.
Opening
1. I am writing in response to your letter dated … concerning / regarding …
I am writing in response to your letter dated 21st June concerning / regarding your complaint about the quality of our product.
2. Thank you for your letter dated … in which you raised concerns about …
Thank you for your letter dated 21st June in which you raised concerns about the quality of our product.
3. Thank you for your letter. We appreciate your valuable feedback on …
Thank you for your letter. We appreciate your valuable feedback on the service quality of our staff.
Body Paragraph
1. First, we would like to apologize for any inconvenience caused by our mistakes.
2. We are sorry to hear that … did not meet your expectations.
We are sorry to hear that your experience at our hotel failed to meet your expectations.
3. Let me take this opportunity to apologize for …
Let me take this opportunity to apologize for the fact that our staff was not attentive to your needs.
4. Whilst I understand that you were inconvenienced by …
Whilst I understand that you were inconvenienced by the delay, we had no choice but to delay the flight to London due to the bad weather.
Ending
1. I hope the above explanation could address your concerns.
2. We would like to assure you that matters such as this would not happen again, and we promise to try our very best to serve every customer in the near future.
3. Please do not hesitate to contact us if we can be of further assistance.
