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Verbal complaint – acknowledgment letter
[Internal complaints procedure must be enclosed]
[Enter reference number if applicable]
Further to your telephone call of [date] I am sorry to hear that you have been dissatisfied with the service we have provided.
To enable us to deal with your complaint as swiftly as possible, and to ensure that our understanding of your complaint is correct, please contact me if the summary of your complaint detailed below is incorrect.
[Summarise the complaint to show understanding of the issues involved, and where applicable, resolution sought].
Our next steps
I can confirm that we will be conducting a thorough investigation into your concerns and, once this has been completed, we will write to you again.
Please find enclosed a copy of our internal Complaints Procedure for your information. Please take time to read this as it explains how we will deal with your complaint and when we will contact you again.
In the mean time, if you have any queries, please do not hesitate to contact me.
[Enter Name of person handling the complaint]
Enc: [Name of company] Complaints Procedure leaflet