Adjustment Letter Templates (How to Write + Tips)

If a business receives a complaint letter from a customer, it needs to respond gracefully and appropriately to promptly and successfully repair or prevent harm to its brand. Even if the business cannot address the issue precisely as the customer desires, it ought to maintain its professionalism. An organization can achieve this by sending an adjustment letter.

An adjustment letter is written feedback on a customer’s complaint. It is used in a business setting to address and resolve a customer’s issues and concerns with a product or service. The letter serves as a record of the complaint, the actions taken to address it, and any follow-up actions that may be necessary.

It is advisable to send an adjustment letter within a day of receiving a customer complaint. An organization may accept claims upon receiving a complaint by issuing an apology or compensating the customer. Sending an adjustment letter allows the organization to maintain a positive relationship with its customers.

This article will help you draft an adjustment letter that addresses a customer complaint in a professional manner. It also discusses the importance of adjustment letters, the information to include, and specific tips to make the letter satisfying for the customer. Free adjustment letter templates are also provided to ease your drafting process.

Following are the adjustment letter templates that you can download for free:

Importance of Adjustment Letters

By tracking and resolving customer complaints, businesses can use adjustment letters to identify and address systemic issues affecting the quality of their products or services. This information can be used to avoid similar issues in the future. A business may analyze customer complaints to identify patterns and trends indicating a need for process changes or additional employee training.

It provides a clear and detailed explanation of the problem and the business’s actions to resolve the issue. Since the letter serves as a complaint record, it may shield a business from potential litigation should the customer seek legal discourse.

The letter can help improve the customer’s overall satisfaction with a product or service if a business takes the time to address and resolve a customer’s complaint. Consequently, a business can maintain its positive reputation by demonstrating its commitment to customer service.

An adjustment letter portrays trust by showing that the business is responsive and willing to take responsibility. The customer’s rights are also protected if their dues are issued promptly. The organization prevents corrupt practices by immediately compensating a customer, thus maintaining its integrity.

The letter’s scope should only include the essential elements of the customer’s complaint. For a legitimate consumer claim, you should take responsibility and clearly admit errors on your part. If not, the letter must clearly and politely state that the claim must be canceled. 

Follow the guidelines below to draft an effective adjustment letter:

Step 1: Add a header

Begin the letter with your business information. Include the name, physical address, and contact information at the top center of the letter. After this, include the current calendar date of drafting the letter, e.g., 3 January 2023. This should be followed by the customer’s name, physical address, and contact information so that they know the letter is addressed to them.

The header may be presented as shown in the example below:

Onyx Industries
308 Raven Cliff Rd.
Graysville, Tennessee (TN), 37338
(423) 949-2538
www.onyx.com
15 March 2023
Dene Campbell
1071 Omar Dr.
Crownsville, Maryland (MD), 21032
(410) 987-4941
[email protected]

Step 2: Include a subject line

Below the header, write a short subject line that effectively summarizes the complaint being addressed. A descriptive subject line helps the customer appreciate that their complaint is being addressed.

For example:

Subject: Response to Faith Murray’s Complaint Regarding A Faulty Copier Purchased At Summerville Mart

Step 3: Greet the recipient

Present a courteous salutation followed by the recipient’s name below the subject line. Respectful greetings such as “Dear Madam” or “Dear Sir” may be sufficient. You may also use “Mr.”, “Ms.”, or “Mrs.” followed by the customer’s first name or surname.

Step 4: Add an introductory paragraph

In the first paragraph, address the following:

Acknowledge the customer’s complaint:

Provide a summary to help the customer quickly understand the letter. Address the customer’s complaint to establish that you are responding to a specific issue and thank them for highlighting the mistake.

Express a sincere apology:

Express your regret for any inconvenience the customer may have experienced using your product or service. Present a sincere and empathetic apology and take responsibility for the problem, irrespective of the case, whether the issue is your fault or that of the buyer.

For example:

This is to express my regret for the inconvenience you have experienced with the Libra Dryer Unit you purchased from Berry Electronics. We apologize that your unit’s motor failed after the first use, and we take full responsibility for the problem.

Step 5: Include the body paragraph

Include the following elements in the body of the letter:

Explain the problem in detail:

Provide a comprehensive explanation of the issue, including relevant facts and circumstances. This should be referenced to the customer’s complaint.

Provide a solution to the problem:

Explain your business’s actions to resolve the issue, including any specific steps to address the customer’s concerns. Present the solution your organization provides, for example, returns, discounts, or refunds. If possible, provide an estimate of the timing of the resolution. Keep the details of the defective product short and avoid lengthy explanations about the complaint.

Include a statement regarding preventive measures:

Assure the customer that you are taking preventive measures to improve your products and services and avert similar occurrences in the future.

This section may be presented as shown in the example shown below:

We understand that you were disappointed with the faulty television screen delivered to you. On investigation, it was revealed that the warehouse staff was reckless while loading the delivery van before delivery.

Since a warranty covers your purchase, we will dispense a new television screen to your address in the next five days. We sincerely regret any inconvenience this may have caused and assure you that we have mandated retraining for our warehouse staff to prevent such incidents from occurring.

Step 6: Conclude the letter

The conclusion of the letter should detail the following:

Offer further cooperation:

Reinforce your business commitment to providing excellent customer service and express your desire to continue to assist the customer in the future. Express your willingness to listen to the customer’s feedback and work with them to address further concerns.

Convince the customer:

Express your appreciation for the customer’s patronage. Remind them of the value your business provides by highlighting the positive aspects of your product or service.

For example:

Customers are the foundation of our business model. Therefore, we are committed to providing the best service possible. We affirm our willingness to listen to your feedback and address any further concerns you may have.

We did not meet your expectations this time, and we apologize for that. We truly appreciate your business and loyalty. We are proud of our high-quality treadmills and believe they bring value to our customers.

Sample Adjustment Letters

The samples are given below:

A proper adjustment letter will recognize and address the issue so that the customer feels satisfied rather than offended.

When drafting the letter, consider essential practices to save time and effort on both sides, as discussed below:

Organize the material

The letter should present the solution you are providing in a clear manner. In some respect, you began this process when you identified the letter’s scope. You can refer to this material and incorporate as much of it as required since it will form the body of the letter.

Draft a rough letter

Make a rough draft of your adjustment letter beforehand. This is the letter’s outline in its most basic form. You already have the essential list, such as the aim and scope of your final letter, at this point. Refer to the draft during the writing process and integrate each component to create a complete statement that embodies a single concept.

Keep a professional tone

An adjustment letter with a professional tone may be advantageous to both you and your customer. Maintaining a professional tone will ensure your customer is satisfied with the solution. Keep the letter formal, as this will display your business commitment to customer satisfaction. Use formal language and avoid using slang, aggressive or confrontational language.

Use diplomatic language

Avoid being rude even if the claim made by the customer is not justifiable. Instead, use a more diplomatic approach. Decline their request in a soft tone, convey your concern about their issue, and express your appreciation for their concern. Avoid negative phrases that could be interpreted as blame-shifting.

Be polite

The customer may be at fault sometimes, but there is no cause to offend them. It is inappropriate to accuse the customer of misconduct or make a settlement offer with anger. Display politeness and courteousness by incorporating phrases such as “please” and “thank you.”

Add a personal touch to your letter

Address the customer by their name to emphasize their significance. You can also include the recipient’s title, e.g., “Mr,” “Ms,” or “Mrs,” along with their name. If appropriate, you can also include light humor in the letter to make it cheerful. This makes the customer feel better and inspires them to be more optimistic.

Use a letterhead

Remember that an adjustment letter is a legal document that must be treated with formality. Use your company letterhead to make a lasting impression on the customer, especially if the result favors them. The letterhead signifies integrity that helps you retain a delighted customer.

Reply to the customer immediately

Respond quickly to the claim to demonstrate your willingness to address the issue. This also eliminates potential negative consequences for your brand. It also shows that you take the claim seriously and are committed to finding a resolution. Additionally, if the claim is legitimate, a prompt response can help prevent any further damage.

Use a template

To save time and effort, consider using pre-made downloadable adjustment letter templates to help you draft a captivating letter. They have a pre-formatted structure with placeholders that you can edit to fit the preferences of your letter in the best possible manner.

Proofread your letter

Finally, you must proofread and, if necessary, edit your letter. This final check will ensure that you have expressed the purpose and specified the scope appropriately. Search for obvious mistakes in the letter’s format. Check for errors in sentence structure, spelling, and grammar.

Given that the customer is essential to the success of a business, their demands must be met. When a customer makes a claim or complaint, present a clear resolution by drafting an adjustment letter and sending it on time. Your tone should be pleasant and respectful, even if the claim is baseless. Avoid drawing attention to the problem, but take accountability when required.

Your response should focus on the measures you take to resolve the problem. Give the customer the benefit of the doubt while addressing the issue quickly and graciously at a reasonable cost to your business. If you experience any trouble crafting an effective adjustment letter from scratch, consider downloading free templates and customizing them to suit your unique preferences.