It is very important to observe the intricacies of Business English in correspondence with partners and suppliers, especially when a customer is dissatisfied with something and you have to answer a business letter of complaint. First of all, reassure complaining customer that you received his letter and thank him for what he said about the flaw: Thank you for your letter of 9 September informing us that We would like to thank you for informing us of Sometimes you do not have time to immediately solve the problem. Then send the message that you are writing have received and intend to deal with the problem: While we cannot give you a solution at present, we are looking into s problem and will contact to you as soon as possible. Would you please send back the patterns you are dissatisfied with, and we will send them to our experts. If the complaint is valid, explain to the client, because of what had been a mistake, but do not blame your employees: The mistake has happened due to a fault in one of our tools. There appears to be some confusion in our mail delivery, but this has been solved. If you think the complaint unfounded, it should be tough, but not rudely make this clear in his letter.
And even if you deny their responsibility, try to always explain the reasons for the error. Our factory has now inspected the sample that you returned ten days ago, and they inform us that the pattern was not used properly; we can repair the unit but it will be necessary to say that the incorrect use of this kind of machinery is not covered by our guarantee. Ending a letter, it is useful to assure the client that an error or failure – is the exception, and it will never happen again. It is also, of course, to apologize for the inconvenience brought about: We would like to apologize for the inconvenience. Thank you for the patience in this matter.