How to Write an Email Response to a Customer Complaint

Published on
November 21, 2023
Responding to customer complaints via email is critical to maintaining a positive customer relationship. Effective communication can turn a dissatisfied customer into a loyal advocate for your business. 

Responding to customer complaints via email is critical to maintaining a positive customer relationship. Effective communication can turn a dissatisfied customer into a loyal advocate for your business. 

This article will discuss the best practices and guidelines for crafting a professional and empathetic email response to customer complaints.

Things to Remember When Replying to Customer Complaints

  • Promptness: Timeliness is key when responding to customer complaints. Aim to reply as soon as possible, ideally within 24 hours. A swift response shows your commitment to addressing the issue promptly.
  • Empathy: Begin your email by expressing empathy and understanding toward the customer's concerns. Show that you genuinely care about their experience.
  • Stay Professional: Maintain a professional tone throughout the email. Avoid using slang, jargon, or informal language, as it can be perceived as unprofessional.
  • Personalization: Address the customer by their name, if available. Personalization adds a human touch to your response and makes the customer feel valued.
  • Acknowledge the Issue: Clearly acknowledge the customer's complaint and summarize their concerns. This demonstrates that you've carefully reviewed their message.
  • Take Responsibility: Even if the issue isn't entirely your fault, take responsibility for resolving it. Customers appreciate businesses that stand behind their products or services.

Best Practices for Responding to Customer Complaints via Email

  • Be Clear and Concise: Keep your email clear and to the point. Avoid lengthy explanations or overly technical details. Customers want solutions, not a dissertation.
  • Offer Solutions: Provide practical solutions or steps to address the customer's complaint. Explain how you intend to resolve the issue and your actions.
  • Avoid Blame: Refrain from blaming the customer or getting defensive. Focus on resolving the problem rather than assigning blame.
  • Follow-Up: Promise to follow up with the customer to ensure their issue has been resolved comprehensively. This shows your commitment to their happiness.

Sample Template for Responding to Customer Complaints via Email

Subject: Re: Your Recent Experience - We're Here to Help

Dear [Customer's Name],

I hope this email finds you well. 

I want to extend my sincere apologies for the issue you experienced with [product/service] recently. Your feedback is critical to us, and we deeply regret any inconvenience this may have caused you.

I have thoroughly reviewed your complaint and assure you we are taking immediate steps to address the situation. Our goal is to resolve this matter to your complete satisfaction. Here are the steps we will be taking:

  • [Explain your specific actions to address the issue.]
  • [Provide a timeline for resolution, if applicable.]

We understand the frustration you may have felt, and we are committed to making things right. If you have any further questions or concerns, please do not hesitate to contact us directly at [contact information].

Thank you for bringing this matter to our attention, and we appreciate your continued support as a valued customer.


[Your Name]

[Your Title]

[Your Company]


Responding to customer complaints via email requires a combination of professionalism, empathy, and effective communication. 

Following the best practices outlined in this article can turn a negative experience into an opportunity to strengthen customer relationships and enhance your brand's reputation. 

Remember, every complaint is a chance to demonstrate your commitment to customer satisfaction.

About the author
Shiva Prabhakaran

Shiva is a subject matter expert in communication, marketing, productivity, and learning systems. He has previously contributed to many blogs and newsletters, including Validated, Mental Models, HackerNoon, and several brands. You can find Shiva on LinkedIn or email him at shiva(at)

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