Business English 13.-Complaints(III).Requesting action and reponses

Complaint. Requesting action

 These expressions are often used to request action in a complaint.


Please replace/ exchange it.

Please arrange for the pick up of this defective part.

Please give/ send me a credit/ refund.

Would you please refund my money.

Please credit my account.

I would appreciate it if you would take care of this problem

Reponses to requests, inquiries, and complaints

 Responding to requests and complaints.


a) Use a polite, thoughtful, and kind tone. Do not be defensive.

Example: I am sorry to hear you are not happy with our product.

NOT: you´re probably not following the instructions.

b) Refer to the letter you received in your opening sentence. Use one of these phrases.

Thank you for your June 15 order.

Thank you for your interest in our new electronic dictionary.

We appreciate your inquiry about our products.

I am writing regarding/in reference to your e-mail dated June 15.

Thank you for your inquiry about quantity discounts, which Gail Smith forwarded to me

c) State your main idea first, in the first or second sentence. This saves time for your reader. Give necessary background information after your main idea.

Thank you for your inquiry. I am sorry to say that we cannot send the part you asked for. We no longer carry that product. You might be able to find it…

d) If you include brochures or other information in your letter, mention them and include an enclosure line at the end of the letter.

I am enclosing a brochure.

Enclosed you will find a brochure and wholesale price list.

ENC: brochure


 e) You may want to include an apology when you respond to a complaint. Note the kinds of words that follow these expressions of apology:

I am sorry about (noun)

I am sorry (to + verb)

I am sorry that (subject … verb)

Apology for (noun)


I am sorry to hear about the problem you have had with…

I am sorry that you have been having trouble with…

We apologize for the difficulties you have been having with…

On behalf of (company), I would like to apologize for the inconvenience you experienced because of the late delivery of our shipment.

Please accept my apologies for the difficulties you have had with our product.

 f) Close with a friendly tone in your last paragraph. This is especially important if you are responding to a complaint.


We hope that the repairs will be satisfactory.

Please let me know if you need any additional information/ if I can be of any further assistance.

Please feel free to call me at 619-544-632  if you need any more information.

We appreciate your patience in this matter.

Thank you for your understanding

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