You are here

A response to a complaint

Learn how to write a response to a complaint.

Do the preparation task first. Then read the text and tips and do the exercises.

Reading text

From: Customer Service Team – TC Insurance
Subject: Your recent policy renewal

Dear Mr Houches,

Thank you for your recent renewal of your insurance policy with Top Car Insurance.

It has been brought to our attention that at the end of your renewal call you registered a complaint and stated that you were dissatisfied with the service you had received.

We value your custom and I assure you that we take all customer feedback seriously. On behalf of the company I would like to apologise for the length of time it took for you to receive your final quote for this renewal. I am also sorry for the inconvenience caused when the discounts you received were not automatically applied.

We have taken your suggestions on board and will review our renewals process for existing customers. We understand your point that the process should not take as long for existing customers as for new customers buying a new policy.

In appreciation of the many years you have been a customer of Top Car Insurance we are happy to refund you the difference in price between your new and your previous premium, i.e. £73.20. I have also made a note on your account to ensure that your next renewals process will run more smoothly for you.

We value your feedback and will use it to improve our service.

We trust that you will find this a satisfactory response to your complaint and that this correspondence will bring this matter to a close. However, should you wish to discuss this matter further, please let us know how best to contact you.

With kind regards,

Rowena Harrod

Customer Service Team


  1. Use a formal register.
  2. Choose vocabulary that is more objective and reduces negative emotions where possible, e.g. dissatisfied rather than unhappy/upsetinconvenience rather than trouble/problem.
  3. Acknowledge the complaint and show you understand the problem. Focus on the facts and avoid making excuses or placing blame on individual people.
  4. Apologise and explain what steps will be taken to ensure it doesn't happen again.
  5. Emphasise the positive relationship with the customer:
    We value your custom … / feedback
    In appreciation of the many years you have been a customer
    We are happy to ...
    We trust that you will ...
  6. Offer some kind of solution or compensation if appropriate.



Language level

Advanced: C1


february 16Th 2018

Dear sir

In reference to your complaint received on 7th of July where you communicate the problem with your...

We are very grateful to you for letting us know these details. So that, we can identity those aspects to be improved. We also apologise for the inconvenience you have suffered

We can either refund your Money or exchange it for another one ( the faulty ...)

Someone from our company will be contacting you within three Days to let you know we plan to resolve this issue, and hopefully regain your confidence in our company.

On behalf of our company My apologies for any inconvenience caused

Yours sincerely


Customer service director

I have not some experience in dealing with customer complaints but I would like to work as soon as possible at a smart home company and I can assure myself that I will use this list of vocabulary.
The company will ensure you with accommodation.

Yes. I has.

As an automotive service center manager I receive customer complaints everyday and below you will find some tips for this issue 1. If you have face to face complaint meeting just let the customer talking and never interpret him bbecause it this makes him release the pressure he hhas.2. Try to offer something for free to the customer anf let him know about that. 3. Try to follow up with the customer to make sure that he is satisfied.

I do not know any other tip apart from the one already highlighted in the class.