Addressee
Your Reference
Our Reference
Contacts
Dear
I refer to your letter / email commenting / stating your concerns regarding …..
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Thank you for your information. We take all consumer / user complaints very seriously, and we appreciate the time and effort you've made in drawing your concerns to our attention. With regard to the specific issues you raise…… (insert responses as per publisher policies or decisions on issues raised) |
Optional paragraphs (various circumstances)
Acknowledgement prior to further response
In view of the seriousness of the matters raised, please consider this letter / email as an acknowledgement of your concerns prior to a more detailed consideration by management. We will respond more fully when these issues have been properly investigated.
Referral to content producer and policy issues
The various issues you've raised will be referred to the writer / columnist for his / her attention / review / action to rectify. These matters will be considered at management level regarding our publication policies.
Legal issues prior to obtaining legal advice
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I appreciate your obvious deep concerns regarding the legal issues involved in this matter. We're not able to comment on these issues at this point. We will have to refer your letter / email to our legal advisors for their advice prior to further correspondence. Please be assured we will give your complaint immediate attention and top priority. No further correspondence While we do understand your concerns, we feel that sufficient attention has been given to this matter, and no further correspondence will transpire regarding these issues. Thank you for your obviously sincere input. |
Nuisance
Please note that after the large amount of correspondence received, we are now of the opinion that these communications constitute a nuisance. We will not respond to future letters or emails on this subject.
Important note:
Publishers can get anything and everything in terms of complaints, real and imaginary:
Treat all complaints, particularly regarding copyright issues, very carefully.
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Matters like defamation, libel, or breach of copyright can be extremely serious, and have to be checked out prior to any response. At the approach stage, it's best to take complaints on face value, and make sure of your situation before responding. A dispute can turn into a war with an ill considered response. Do not put in writing any form of commitment until you've received appropriate expert advice. |
Do not threaten legal action against correspondents, unless you are actually intending to take it. That response can be interpreted as bullying or coercive. It's bad, as well as potentially expensive, public relations, likely to be publicized by complainants.
Disclaimer
Please note:
