Write a customer service response letter to the complaint lodged by a customer.

I am writing with reference to (situation or complaint) on (date). Firstly I apologize for the inconvenience caused to you by our error/failure.

We would like to assure you that we take great care to ensure that important matters such as this are properly managed and processed, although due to (give the broad outline of reason), we have not succeeded in meeting your expectations.

In light of this, we have decided to (specify solution/ offer), which we hope will be acceptable to you, and we also hope that this will provide an opportunity for continuing our relationship.

I will call you soon to check that this meets with your approval. You may also contact me in case you have any further cause for concern.

Thanking you