“Good News” Adjustment Letter: How to Write (with Format and Example)

The adjustment letter is a letter written by the seller in response to a complaint made by a client. It’s also referred to as a customer complaint reply letter, claim adjustment letter, compliant response letter, letter of complaint response, and letter or response to a complaint. There are various incidences when this letter is written, including late arrival of the shipment, faulty products, unsatisfactory services, and goods not yet delivered.

All this is understandable because companies can’t be perfect. If you’re an entrepreneur or business representative, writing an adjustment letter is the best way to address such an issue. Through this letter, you accept responsibility for your mistakes to ensure your company’s reputation and credibility remain intact.

If you accept liability for the issue, then you should write a good news adjustment letter. This way, you get to inform the client you’re responsible for the mistakes done and correct the issue at no additional cost to them. Here’s a guide highlighting the steps to follow as you write this letter.

Guide to Writing an Adjustment Letter

While writing this letter, here are a few pointers you should follow, and these include;

Organize The Material

Before you even start writing the adjustment letter, the first thing you should do is collecting everything relevant to the complaint including;

  • The company’s policy
  • The previous correspondence
  • The applicable documents
  • Any other needed material

Having all these things in order makes sure that you have a framework to best present the details in an appropriate and organized manner. Ensuring everything is in a sequential order makes sure that both you and your customers have an easy time following everything. With everything in order, you also get to create a checklist to confirm whether anything is missing.

Acknowledge The Client’s Complaints

Once you’ve got everything in order, the next step to take is acknowledging the complaints or claims by your client. You should also thank them for taking the bold move and complain about the matter. Subsequently, promise your customer that you shall make sure that this matter gets dealt with swiftly and appropriately.

But even as you acknowledge your client’s complaints, you shouldn’t use long explanations or excuses. Instead, your focus should be on how you intend the matter to be rectified either through refund and discounts. This way, you’ll show the client that you value their interest and this will help maintain a cordial relationship between you two.

Make Sure to Regret for Mistakes Done

The letter should also reiterate how the company regrets the error made and the emergence of the mistake in the first place. It’s also best to highlight the measures that the company will put in place to make sure such an issue never arises in the future.

Promise Further Cooperation

This letter should include provisions that show the need for continued cooperation with the customer. And the best way to show the company’s commitment is by the management ensuring all the client’s complaints have been addressed correctly. Doing this will assure the clients of satisfaction for any future dealings with the company.

Use Courteous and Friendly Language

The language to use on the adjustment letter should always be friendly ad courteous regardless of whether the complaint has merit or not. This is crucial or else you risk ruining the relationship with your client which in turn affects the business negatively.

Proofread The Letter

It’s essential to go over this letter to confirm whether your grammar, sentence formation, and structure as well as spellings are correct. You should also check to ensure the clarity, sense of completeness of the paragraphs, and accuracy. As you proofread this letter, make sure it doesn’t have any abstract terms that your client might have a hard time understanding.

“Good News” Adjustment Letter Format

Company Letterhead

(This can be placed either on the left, center, or right)


(You can position this on the left, center, or right before either before or after the Reference at the start)

Name of Recipient

Address of Recipient (can be placed either on the right, center, or left)

Reference or Subject

Dear Recipient (Salutation)

First Paragraph

This involves acknowledging complaints along with an apology. It should be between two to four lines explaining the acceptance for the inconvenience caused to the customer.

Second Paragraph

Here, the details about the services or goods being discussed are further elaborated.

Third Paragraph

This highlights what the company intends to do to address the claim or complaint made by the client.


First Name Last Name

Official Position

Contact No. and/ or Address

Sample “Good News” Adjustment Letter

Tuesday, February 16th, 2021,

Alison Ramsay.

Head of Customer Relations – ABC Supermarket,

873 Newport Rd, New London,

NH 06372, United States

Dear Mr. Jay Miller,

RE: Adjustment Letter (Cornerstone)

I am writing you this letter to formally let you know we have formally received your complaint about the delivery made to your company on February, 2nd 2021. First, I want to thank you for the courage to come forward with this complaint on the defective items.

Customer satisfaction is always our number one goal and we shall make sure to replace these faulty products within 3 business days. But for now, please kindly hold the ones that were delivered until the time when we shall be delivering this other batch.

We are very sorry for any inconvenience and promise that this never happens again in the future.


Alison Ramsay,

Head of Customer Relations – ABC Supermarket

Good News” Adjustment Letter (Word Template)

"Good News" Adjustment Letter (Word Template)


Making errors is part of being human, and when this happens, the best thing to do would be to write an adjustment letter. If you accept responsibility for your errors, this guide has highlighted the steps to follow on how to best draft this letter. By doing this, you’ll be able to ensure that your relationship with your clients doesn’t get destroyed.

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