What this draft covers
- Reference to the complaint and order
- What went wrong and what has been done about it
- Specific offer: refund, replacement, credit or payment
- Goodwill gesture without admission of liability
- Full and final settlement on acceptance, and how to accept
When to use it
Use when a business wants to resolve a customer grievance quickly by offering compensation, while keeping its legal position protected.
Format: Editable Word document (.docx), 2 pages.
Preview
[On the letterhead of the company]
[Date]
Ref.: [●]
To,
[Name of recipient]
[Designation / company]
[Address]
Subject: Your complaint dated [date] regarding order no. [●]
Dear [Mr./Ms. Name],
Thank you for your letter dated [date] regarding [brief description of the problem]. We are sorry for the inconvenience this has caused you.
We have looked into the matter. [Explain briefly what happened, e.g. the consignment was damaged in transit / the installation was delayed because ●.] We have [taken the following steps: ●] to prevent this from happening again.
As a gesture of goodwill, and without any admission of liability, we are pleased to offer you [a full refund of ₹[●] / a replacement of the product / a credit note of ₹[●] valid for [●] months / a payment of ₹[●]].
If this is acceptable to you, please confirm by signing and returning a copy of this letter, or …
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