Complaint Response Letter 1: Acknowledgement

Initial acknowledgement letter for a client complaint. Professional and calm with a 7-day investigation timeline.

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Complaint Response Letter 1 - Initial Acknowledgement

Use this letter when a client first raises a complaint. Send it as soon as possible - ideally within 24 hours and no later than 48 hours after receiving the complaint. The purpose is to acknowledge their concern, show you take it seriously, and set a clear timeline for your full response.

[Your name] [Your trading name] [Your address] [Your email] [Your phone number]

[Date]

[Client name] [Client address or email]

Dear [Client name],

Thank you for contacting me about your experience on [date of treatment/incident].

I take all feedback seriously and I am sorry to hear that you are not happy with [brief description - e.g. your recent lash extension treatment / the service you received on your last visit].

I want to look into what happened so I can give you a proper response. I will review my records and get back to you within [7] working days with a full reply.

In the meantime, if you have any additional information you would like me to consider, or if you would like to discuss anything further, please do not hesitate to contact me on [phone number] or [email address].

Thank you for giving me the opportunity to look into this.

Yours sincerely,

[Your name] [Your trading name]

How to use this template

This is the first letter in a three-letter complaint response sequence. It is purely an acknowledgement - you are not accepting or denying anything at this stage.

Key points:

• Send it quickly. A fast acknowledgement stops the situation from escalating. Most clients who complain just want to know they have been heard.
• Do not go into detail about what happened or offer any remedies yet. That comes in Letter 2 after you have investigated.
• Do not admit fault or liability at this stage. Phrases like "I am sorry to hear you are not happy" acknowledge the client's feelings without accepting blame.
• Keep a copy of this letter and note the date you sent it. If the complaint escalates, you will need to show you responded promptly.
• If the complaint was made verbally (in person or by phone), follow up with this letter in writing so there is a record.
• Set yourself a reminder for the deadline you gave (e.g. 7 working days) and make sure you send Letter 2 before it passes.
• If you have insurance that covers complaints or claims, notify your insurer at this stage. Do not wait until the situation escalates. Your insurer may want to advise you on your response.