Writing an apology to a complaint letter

Writing a response to a complaint letter is difficult. As soon as you say “sorry” – you accept liability. If you aren’t remorseful enough – you will risk annoying the original author even more.

Here is a response to the grass cutting incident

Re. Park Incident.

I was so sorry to hear about the accident involving your child and would like to send my good wishes for an early recovery.The policy of the council about the grass cutting has always been one of ensuring welfare and safety for our employees and those around them and this is constantly under review.

We share your concerns when it comes to staff training and you may be assured that our staff is kept up to date with the latest initiatives. I will be taking steps to reinforce procedures and remind staff where appropriate.

Once again I would like to wish you and your child the best for the future

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