Letters of Complaint and Apology

Apology Letter (reply to a complaint)

• At least three paragraphs:
• Opening
• Explaining the mistake
• Solving the problem/rejecting the complaint

Apology Letter Sample

• Dear Mr. Hughes,
• Thank you for yesterday’s letter concerning the
• above wrong delivery. I have looked into it and
• found that our current winter catalogue lists the
• dressing tables you wanted under DT189. I think
• you must have used last summer’s catalogue.
• I have instructed one of the drivers to deliver the
• pine-finished dressing tables tomorrow and take
• over the other consignment.
• I apologize for the inconvenience this may have
• caused you.
• Sincerely,
• Richard Cliff

Insert the given words

• Opening paragraph

inspected, damage, due, experienced, 10 March, apologize, informing, delivered

• Thank you for _______ us about the ______to our
• consignment. First, let me ______ for your order not
• being ______ on the ______ date and for the
• problems you have ________. The damage you
• described in your letter of ________ has now been
• _______.

Insert the given words

• Main paragraph(s)

receive, due, problem, error, dealt, faulty, complained, replacements, withdrawn,

• The mistake was _____ to a ______in one of our
• machines, which has now been corrected. It is
• unusual for this type of ______ to arise, but the
• problem has now been ____ with. The fabric you
• have ______ about has now been ______. _____ of
• the _______ articles are on their way to you, and
• you should ____ them tomorrow.

Insert the given words

• Closing paragraph

similar, finally, occur, arises, closing, fault exceptional, matter, apologize, inconvenience, patience, unlikely

• Thank you for your ______ in this ______. In
• ______ we would like to ______ for the _________
• and also point out that this type of______ rarely
• occurs in the Omega 2000. Please contact us if any
• ____ situation ______. ______, may we say that
• this was an ______ mistake and _______ to ______
• again.