This is a letter of apology used to reply to a complaint on a product/service and offers a sincere apology along with an explanation of remedial action in compensating the customer/complainant and preventing the mistake from occurring again. This document is in favour of the customer.

This document includes firstly an unreserved apology for a mistake made by the apologiser and acknowledges the unsatisfactory service/product made by them.

The document then acknowledges the investigative process made by the apology writer in investigating how the poor service/product or mistake could occur and allows the apology writer to state what caused the error. The document then acknowledges the apology writer's unreserved remorse in resolving this error.

The document allows the apology writer to compensate the customer how it sees fit.

The apology letter further recognises the writer's mission to maintain and increase customer satisfaction and acknowledges using the lessons learnt in error to improve their business/character and prevent the mistake from occurring again.

The letter finalises by restating its apology and reacknowledges the compensation that it has offered to the customer.

How to use this Document?

This letter of apology should be directly addressed to the customer/complainant. The apology writer should change the sections on investigating the causes of unsatisfactory and/or bad service/product/performance and the actions on compensating the customer.