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Draft Reassurance Letter to Customer Complaint to be Resolved

Customer satisfaction is the most important aspect of a successful business. Selling a higher number of goods and acquiring more customers are not sufficient measures to be successful. A business must strive hard to resolve genuine customer grievances post sale of product or rendering of service.
reassurance letter to customer

Sometimes, after receipt of a complaint, it may take several days to resolve the problem. Hence, in the meantime, the customer anxiety will grow up and he may start to lose faith in your service.

It is important that you establish a good communication with the customer by updating him the status of his complaint and giving him positive reassurance.

Here is an example of a reassurance letter to a customer.


Ref: ................
Date: ..............

(Name of the Customer)
Tel. No. ...................

Reg.: Your complaint on problems relating to the goods bought

Dear Sir/Madam,

We had received your complaint by letter/email dated ............ and had responded to the same by our letter dated ............

At the outset, we once again sincerely apologies for the inconvenience caused to you. As mentioned in our previous response, we understand the problems faced by you in using the product and the faults in it leading to such issues. We are still working on it to fix the issues and resolve it at the earliest.

This is a busy month for us. Hence, there has been a delay in resolving the issue from our side. However, it is our best intention to keep our customers satisfied at all times.

We take the complaints from our customers very seriously. Hence, be rest assured that your problem will be resolved as early as possible. Kindly bear with us for a few more days. We will get back to you once it is done.

For any kind of queries or concerns, you may contact us at phone number ...................

Thanking you for your understanding and patience in the matter.

Yours faithfully,

(Name of the Officer)