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    • Join Date: May 2006
    • Posts: 19

    Sending a reply

    Hello there. I always tried to send a decent interim reply letter to our complainants before any thorough action is to be taken. Here is my draft one:

    I refer to your complaint letter which was received on date.
    The matters reported in your complaint letter regarding the above company are now under investigation and I shall inform you of the result as soon as possible.

    Any comments on that?


    • Member Info
      • Native Language:
      • British English
      • Home Country:
      • UK
      • Current Location:
      • Laos

    • Join Date: Nov 2002
    • Posts: 59,339

    Re: Sending a reply

    I refer to your complaint letter which was received on date.

    I would say
    I am writing in response to your complaint which we received on...

    • Join Date: May 2006
    • Posts: 150

    Re: Sending a reply

    When people call with a problem, it means a lot if you show that you care and will be responsible enough to follow up. May I suggest:

    Dear [Jane Doe]:

    In response to your letter to me dated January 1, 2006, I am concerned to learn of your dissatisfaction with regard to [explain briefly the nature of the complaint]. I have placed a call with [individual who is responsible] to investigate this issue. Once I have reviewed the details surrounding this problem, I will contact you by [telephone] so that an amicable resolution can be achieved.

    In the meantime, do not hesitate to contact me directly.


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