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Customer complaint response template

When a customer takes the time to complain, the worst reply is a defensive one. This template acknowledges what they raised, signals you're treating it seriously, and gives them a real next step.

Subject line

Where things stand with your [issue]

Email body

Hi [first name], Thanks for flagging this, and I'm sorry it's been frustrating. You raised [the specific issue], and I want you to know we're taking it seriously. What I'm doing now: I've [pulled your account / looped in the team that handles this] to figure out exactly what happened. I should have a clear answer for you by [date/time]. In the meantime, if there's anything that would help, like a [workaround, a callback, more detail from your side], reply and let me know. I'll follow up by [date] either way, even if it's only to tell you where things stand. You won't have to chase me. Thanks for your patience, [Your name] [Title], [Company]

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When to use this email

  • A customer has raised a complaint and expects a real response

  • You need to investigate before you can fully resolve it

  • You want to defuse frustration without being defensive

  • The issue matters enough that the customer deserves a timeline

Tips for making it yours

Acknowledge the specific complaint, not a generic "your concern"

Skip the defensiveness. Take it seriously before you explain anything

Commit to a follow-up date and keep it, even if there's no answer yet

Tell them you'll reach out so they don't have to chase you

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