Acknowledgement of Customer Complaint

The success and goodwill of any business or service depends on effective customer service they provide to their customers. The customers/clients and buyers are the backbone of any business/company or trading house. If they are not satisfied by the service of the company or if the products supplied by them are not working properly, they complain to the company responsible for such defects. The prompt and effective handling of customer complaints shows the efficiency of the company and its personnel. The delayed response or mishandling of complaints from the dissatisfied customers may turn them to other business entities, for their future business and also damage the goodwill of the company.

These reasons makes it necessary that, the customer complaints should be given due importance and must be handled in priority basis. If the customer or any personnel is not satisfied by the service of the organization, they complain to specific personnel of the organization or to their customer service cell. Once complaints of the customers are received, these personnel should respond or acknowledge the receipt of complaints and look at the grievances of the customers or other persons.

In the business, complaints are of various types, such as complaints of subordinate staff against the superior, unhealthy working conditions, supply or sale of defective products, misconduct or misbehaviour of the company staff and so on. It is necessary that any complaints received by the concerned person, should be duly acknowledged and investigations must be carried out immediately for the rectification. The dissatisfied persons or customers also must be informed about the action taken against their specific complaints.

The acknowledgment of complaint and response can be in the following order:

• If the service of the company is failing to the customer then, an apology and corrective measure taken for complain must be informed.
• If the complaint is due to higher expectations then, the response with the explanation should be provided.
• If it is inter departmental complaint then, concerned authorities must be intimated and the dissatisfied personnel should be allowed to put up his reasons for complain. The person can be informed accordingly.
• You can even respond seeking the advice of the concerned person; how his complains can be assuaged or redressed.

Below given Acknowledgement of Customer Complaint template will help you in acknowledging complain by a customer:

(Letter Head/Header) ___________________________

[Sender’s Name]
____________________________

[Sender’s Address]____________________________

____________________________ [Sender’s Telephone]

____________________________ [Sender’s Email]

Date ___________________

To,___________________________ [Recipient’s Name]

______________Recipient’s Title (if Applicable)

Ref:   _____________________ [Subject]

Dear__________ (Recipient Name)

Dear __________________ [NAME] I refer to information provided by you, to __________ [name], _________ [position], regarding _____________(Complain).

The matter has been referred to me and I propose to deal with it by _________________________________(outline process).

You will be contacted in due course. 

If you require further information, please contact me on ______________ (telephone number).

Yours sincerely _________________________
[Valediction (Sincerely, Respectfully, Best Regards, etc.)]

_____________________________(Sender Title/Position]

Enclosures:([Number of Enclosure]) if applicable

CC.: _______________________ (if Applicable)