Complaint Acknowledgement Email

# Complaint Acknowledgement Email

## Purpose
Send within one hour of receiving a formal complaint to demonstrate responsiveness and build trust during difficult situations.

## When to Use
A prompt, empathetic response to customer complaints that acknowledges the issue, provides a reference number, and sets resolution expectations.

## Instructions
1. Review the template below and familiarise yourself with the structure
2. Replace all [bracketed placeholders] with your business details
3. Customise the tone and formatting to match your brand
4. Save in your preferred tool (Zendesk or Freshdesk)

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Subject: We have received your feedback - Reference [Ticket Number]

Hi [Client Name],

Thank you for taking the time to share your concerns with us. I want you to know that your feedback is taken seriously and I am personally looking into the matter you have raised.

**Your complaint reference number is: [Ticket Number]**

Please keep this number for your records and include it in any future correspondence so we can track your case efficiently.

**What you told us:**
[Brief summary of the complaint in the client's own terms, e.g. "You experienced a delay in the delivery of your project, which was originally scheduled for completion on [Date], and you did not receive adequate communication about the delay."]

**What happens next:**
1. Your complaint has been assigned to [Staff Name / Team Name], who will investigate the matter thoroughly
2. We aim to provide you with a substantive response within [Timeframe, e.g. "2 business days"]
3. If we need additional information from you, we will reach out directly
4. You will receive a full written response outlining our findings and any corrective actions

We understand that this situation is frustrating, and we appreciate your patience while we work through it. Our goal is to resolve this to your satisfaction and ensure it does not happen again.

If you have additional information to share or need to speak with someone urgently, please call [Phone Number] and reference your ticket number above.

Sincerely,

[Your Name]
[Your Title]
[Company Name]
[Direct Phone Number]
[Email Address]

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**Complexity:** simple | **Setup time:** 5 minutes | **Tools:** Zendesk, Freshdesk, HubSpot