A complaint from a business client regarding service can be extremely serious. It may be a prelude to legal action, cancellation of a contract, etc.
Any correspondence you issue in the matter must be considered a potential legal document.
Service complaints are based on the performance of your business. That's an area you can do something about.
You're strongly advised to take all service complaints very seriously.
The customer isn't always right, but they often do make a good point, or several.
As a business letter, the response must:
The idea is to satisfy the client that their complaint has received appropriate attention and their interests have been respected.
The alternative is a dissatisfied client who may well become an ex-client.
This example is based on a legitimate complaint from a client displeased regarding the standard of service received from staff.
Dear (use full title of the addressee)
Re: Complaint regarding services provided to your firm
I refer to your letter of (insert date) concerning the quality of service provided by our staff regarding your recent inquiry about shipping of your order.
This matter has now been investigated, and I regret to say that your complaint has been found to be fully justified.
The information provided was of a very low standard, and the manner in which it was provided to your Ms. Smith was clearly highly offensive. I can assure you that this a quite unacceptable standard of performance.
The person responsible for this deplorable situation has now been terminated.
You will be aware that our sales staff have since provided the information Ms. Smith requested.
May I take the opportunity of extending the sincere apologies of myself and our staff to Ms. Smith for this appalling incident.