RESPONDING EMAIL TO A COMPLAINT

Select the phrases that can be used to refer to the problem/mistake.

• Thank you for bringing this matter to our attention

• I would like to apologize for

• We are now currently looking into

• Thank you for letting us know about

• I assure you that

Choose the expressions that can be used to show your sympathy towards the situation.

• We hope you have not been inconvenienced by

• I will do my best to

• We are taking the necessary steps to

• We hope that this has not caused you too much trouble.

Choose the verbs/expressions that can be used to give reasons.

• ... was due to ...

• ... was caused by ...

• ... resulted in ...

• ... led to ...

When you would like to assure someone that you will solve the problem/mistake, the expressions you can use are ...

• We are doing everything possible to ...

• We are doing our best to resolve ...

• I can give you our assurances that ...

• I'm terribly sorry about ...

The following expression "Please accept our sincere apologies for ..." is used to ...

• give reasons

• refer to the problem

• apologize

• take action

The expression "Thank you once again for your information about ..." is used to

• politely close the email

• rectify the problems

• take actions

• give assurances