Nobody likes receiving a complaint, but every business gets them at some point. The real test of professionalism is not whether you get complaints, but how you respond to them. This is where the letter of adjustment in business communication comes in.
A letter of adjustment is essentially the official reply to a complaint letter. Instead of ignoring the issue or reacting emotionally, it allows companies to handle concerns politely, explain their side, and, above all, maintain goodwill.
If you are not yet familiar with what a complaint letter looks like, I suggest checking my post on the guide to writing complaint letters where I explained how customers can raise issues professionally. This article is the perfect companion, showing you how businesses should respond.
So, let’s break down what adjustment letters are, why they matter, and how to write one step by step.
What Is a Letter of Adjustment in Business?
A letter of adjustment is a formal reply to a complaint letter. It is usually written by a company or service provider to a customer who has expressed dissatisfaction with a product, service, or experience.
The main purpose is simple: acknowledge the complaint, provide a solution, and restore the customer’s confidence. Unlike a quick email apology, an adjustment letter carries more weight because it is structured, polite, and often considered part of the company’s official records.
Think of it as the business world’s way of saying, “We heard you, we value you, and here’s what we’re going to do.”
Why Adjustment Letters Matter
Why not just call the customer and say sorry? Good question. A written adjustment letter matters for several reasons:
- It shows professionalism. Companies that respond in writing prove they take customers seriously.
- It creates documentation. Just like complaint letters, adjustment letters serve as written proof of action.
- It builds trust. Customers are more likely to stay loyal if their concerns are handled respectfully.
- It reduces conflict. A polite reply can prevent disputes from turning into legal battles.
In other words, a well-written adjustment letter is not just damage control, it is reputation building.
Features of a Strong Adjustment Letter
Not all replies are effective. Some letters only make customers angrier because they sound cold or defensive. To avoid that, here are the key features of a good adjustment letter:
- Respectful tone: Always polite, even if the complaint feels unfair.
- Acknowledgment: Show that you have read and understood the issue.
- Clarity: Clearly explain what steps you are taking.
- Assurance: Promise that the problem will not happen again.
- Proper format: Follow the standard business letter layout. If you want to review different layout styles, see my article on block, modified block, and semi-block formats.
Types of Adjustment Letters
Not every adjustment letter is the same. Depending on the situation, there are three main types:
- Granting the Adjustment
- The company agrees with the customer’s complaint and fulfills the request.
- Example: refund, replacement, or apology.
- Refusing the Adjustment
- The company does not agree, but still replies politely.
- Example: denying a refund due to expired warranty.
- Partially Granting
- A middle ground where some form of compensation is offered.
- Example: discount voucher instead of full refund.
Each type needs a different tone, but all must remain respectful and professional.
Step by Step: How to Write an Adjustment Letter
Now, let’s get practical. Here’s the step-by-step process:
- Start with appreciation: Thank the customer for writing. Example: “Thank you for bringing this matter to our attention.”
- Acknowledge the complaint: Show empathy. Example: “We understand how frustrating it must have been for you.”
- State the resolution: Be clear about what action you are taking, whether it is a refund, replacement, or explanation.
- Offer assurance: Explain what measures you are putting in place to prevent future issues.
- Close politely: End on a positive note. Example: “We value your trust and look forward to serving you better.”
If you need a refresher on the overall structure of letters, you can revisit my article on the sections of formal business letters.
Tone and Style in Adjustment Letters
The key to a successful adjustment letter is tone. On the one hand, you must be professional and formal. On the other hand, you cannot sound robotic. Customers want empathy, not excuses.
- Use positive language: Instead of “We cannot help,” say “Here is what we can do.”
- Be sincere: Avoid canned phrases that sound copy-pasted.
- Stay calm: Never write defensively, even if the complaint feels unfair.
Think of your letter as a handshake on paper. Warm, polite, and firm.
Examples of Adjustment Letters
Here are three sample templates you can use and adapt.
Example 1: Granting the Adjustment
Subject: Resolution of Your Complaint
Dear Mr. Smith,
Thank you for your letter regarding the vacuum cleaner you purchased on March 12. We are sorry to hear about the inconvenience you faced.
We have arranged for a full replacement, which will be shipped to your address within seven business days. In addition, we are offering you a 10% discount on your next purchase as a gesture of goodwill.
We assure you that we are reviewing our quality checks to prevent such issues in the future.
Sincerely,
[Name]
Customer Service Manager
Example 2: Refusing the Adjustment
Dear Ms. Johnson,
We appreciate your feedback about the insurance claim submitted on May 10. After carefully reviewing the case, we found that the claim falls outside the coverage period mentioned in your policy.
Although we are unable to approve your request, we value your trust and are offering a complimentary consultation to help you choose a plan that best suits your needs.
Thank you for understanding, and we look forward to serving you again.
Respectfully,
[Name]
Claims Department
Example 3: Partial Adjustment
Dear Mr. Carter,
Thank you for informing us about your experience at our hotel on June 5. We regret that the room service did not meet your expectations.
Although we cannot provide a full refund, we are offering a 50% discount voucher for your next stay. We also assure you that the management team is reviewing staff training procedures to avoid such issues in the future.
We appreciate your feedback and the opportunity to improve our services.
Best regards,
[Name]
Guest Relations Manager
Common Mistakes to Avoid
Many businesses fail not because they ignore complaints, but because they reply poorly. Avoid these mistakes:
- Delayed responses: Taking weeks to reply shows neglect.
- Generic replies: Customers can spot template answers easily.
- Defensive tone: Shifting blame frustrates customers more.
- Overpromising: Do not promise what you cannot deliver.
Instead, be timely, specific, and empathetic. That’s the golden formula.
Conclusion
A letter of adjustment in business communication is more than a reply. It is a chance to turn an unhappy customer into a loyal one. By acknowledging complaints, offering fair solutions, and showing genuine care, you can transform a negative situation into a positive relationship.
If you want to see how these letters connect with broader business communication, you can check my post on the step by step process of business letter writing. Together with the guide on complaint letters, this article gives you both sides of the story: how to raise issues and how to reply effectively.
At the end of the day, complaints are not disasters, they are opportunities. Handle them well, and your business reputation will grow stronger than ever.