30 English Phrases for Handling Customer Complaints Professionally
Add to Chrome 
TABLE OF CONTENTS
A good complaint response does four things clearly: shows that you understood the problem, recognizes its impact, explains what will happen, and gives the customer a realistic next step. These 30 phrases help you do that in emails, chats, and calls without sounding defensive or making promises you cannot keep.
A Simple Complaint Response Framework
Use this order when you need to build a complete response:
| Step | Purpose | Example |
|---|---|---|
| 1. Acknowledge | Show that you heard the complaint | Thank you for bringing this to our attention. |
| 2. Recognize the impact | Name the inconvenience or concern | I understand how frustrating this delay must be. |
| 3. Clarify | Confirm facts before deciding | Could you send me the order number? |
| 4. Act | State the solution or investigation | I can arrange a replacement today. |
| 5. Set expectations | Give a specific deadline | You can expect an update by 3 p.m. tomorrow. |
| 6. Follow up | Confirm the result | Please let me know if the replacement arrives safely. |
The UK Parliamentary and Health Service Ombudsman recommends showing that you understood the complaint, explaining what was investigated, recognizing the impact of any failure, and stating what will happen as a result. The words change by situation, but that structure works across most customer channels.
30 Customer Complaint Phrases at a Glance
| # | Phrase | Best used for |
|---|---|---|
| 1 | Thank you for bringing this to our attention. | Opening a written response |
| 2 | I understand that you're concerned about... | Naming the customer’s concern |
| 3 | Let me make sure I understand the issue correctly. | Preparing to summarize |
| 4 | From what you've described, ... | Restating the facts |
| 5 | You're right to expect... | Recognizing a reasonable expectation |
| 6 | I'm sorry that this happened. | Apologizing for a confirmed problem |
| 7 | I understand how frustrating this must be. | Showing empathy |
| 8 | I apologize for the inconvenience this has caused. | Formal written apology |
| 9 | We should have handled this better. | Accepting responsibility |
| 10 | I can see why this was disappointing. | Recognizing emotional impact |
| 11 | Could you tell me when this happened? | Establishing the timeline |
| 12 | Could you send me your order or reference number? | Finding the account or transaction |
| 13 | What outcome would you like to see? | Understanding the requested remedy |
| 14 | Just to confirm, did you receive...? | Checking one fact |
| 15 | May I ask a few questions so I can investigate this? | Starting a longer investigation |
| 16 | I've checked your account, and... | Reporting verified findings |
| 17 | The issue occurred because... | Giving a known cause |
| 18 | We are still investigating the cause. | Avoiding an unsupported explanation |
| 19 | This is what we found. | Introducing a concise explanation |
| 20 | I don't want to guess, so I'll confirm that for you. | Handling uncertainty honestly |
| 21 | Here's what I can do for you. | Moving to a solution |
| 22 | I can arrange a refund or replacement. | Offering clear options |
| 23 | The best available option is... | Explaining a practical remedy |
| 24 | While we can't do that, we can... | Declining one request and offering another |
| 25 | I've escalated this to our... team. | Confirming escalation |
| 26 | You can expect an update by... | Giving a deadline |
| 27 | If anything changes, I'll let you know immediately. | Managing an active case |
| 28 | I'll follow up with you on... | Scheduling contact |
| 29 | Please let me know if this resolves the issue. | Checking the outcome |
| 30 | Thank you for giving us the opportunity to put this right. | Closing after action is agreed |
Acknowledge the Complaint
Start by showing that you understood the specific problem. A generic We value your feedback can feel automatic if you never mention what went wrong.
1. Thank you for bringing this to our attention.
Use this neutral opening in email or chat. Follow it immediately with the issue, not a paragraph about company values.
Example: Thank you for bringing this to our attention. I can see that you were charged twice for order 4821.
2. I understand that you’re concerned about…
Use this when the customer is worried about a charge, deadline, account, or safety issue.
Example: I understand that you're concerned about a payment you don't recognize on your account.
3. Let me make sure I understand the issue correctly.
Say this before summarizing a complicated complaint. It gives the customer a chance to correct you.
Example: Let me make sure I understand the issue correctly. The first package arrived damaged, and the replacement contained the wrong item.
4. From what you’ve described, …
Use this to separate the customer’s account from facts you have already verified.
Example: From what you've described, the app closed before your payment confirmation appeared.
5. You’re right to expect…
Use this when the expectation is clear from a policy, order, or service promise. Do not use it before checking what was actually promised.
Example: You're right to expect the price at checkout to match the price shown on your receipt.
If the complaint is difficult to follow, use a phrase from our guide to clarifying misunderstandings at work before proposing a solution.
Apologize and Show Empathy
A meaningful apology names the problem or its impact. Use sorry for a natural conversational tone and I apologize for a more formal written response.
6. I’m sorry that this happened.
Use this direct apology after confirming that something went wrong.
Example: I'm sorry that your order arrived after the event you bought it for.
7. I understand how frustrating this must be.
Use this when delays, repeated contacts, or failed attempts have cost the customer time. Avoid claiming an emotion they have not shown.
Example: I understand how frustrating this must be after you have already contacted us twice.
8. I apologize for the inconvenience this has caused.
This formal phrase suits business email, but it should not stand alone. Add the exact inconvenience whenever possible.
Example: I apologize for the inconvenience this delivery error has caused your team.
9. We should have handled this better.
Use this when your organization clearly failed in its process or communication.
Example: We should have handled this better and told you about the cancellation before your appointment.
10. I can see why this was disappointing.
Use this when the result fell short of a reasonable expectation without creating a serious loss or risk.
Example: I can see why this was disappointing; the product looked different from the photo on our website.
Do not use I'm sorry you feel that way. It shifts attention from the problem to the customer’s reaction and can sound dismissive.
Ask for the Details You Need
Ask only for information that helps you verify the case or choose a remedy, and explain why you need it.
11. Could you tell me when this happened?
Use this to establish a timeline without implying that the customer should already have provided it.
Example: Could you tell me when the error first appeared and whether it is still happening?
12. Could you send me your order or reference number?
Ask for the identifier needed to find the transaction. In public chat or social media, move the conversation to a private channel first.
Example: Could you send me your order number in a private message so I can check the delivery status?
13. What outcome would you like to see?
Use this when several remedies may be possible. It does not promise that every request can be granted.
Example: What outcome would you like to see: a replacement, a repair, or a refund review?
14. Just to confirm, did you receive…?
Use this for a yes-or-no fact that changes the next action.
Example: Just to confirm, did you receive the cancellation email we sent on Monday?
15. May I ask a few questions so I can investigate this?
Use this on a call before a series of questions. It tells the customer why the questions are necessary.
Example: May I ask a few questions so I can investigate this? I'll need the date, store location, and receipt number.
Explain What Happened Without Blaming
An explanation should be accurate, brief, and useful. If the cause is unknown, say so and give the next investigation step instead of inventing a confident answer.
16. I’ve checked your account, and…
Use this only after reviewing the relevant record.
Example: I've checked your account, and the refund was approved yesterday but has not yet reached your bank.
17. The issue occurred because…
Use this when the cause is confirmed and can be explained in plain English.
Example: The issue occurred because the apartment number was missing from the shipping address.
18. We are still investigating the cause.
Use this when the investigation is active. Pair it with a deadline for the next update.
Example: We are still investigating the cause, and I will update you by 2 p.m. tomorrow.
19. This is what we found.
Use this short transition before listing findings, especially in a final email.
Example: This is what we found: the payment succeeded, but the confirmation email was sent to an old address.
20. I don’t want to guess, so I’ll confirm that for you.
Use this on calls or chats when another team owns the answer.
Example: I don't want to guess, so I'll confirm the warranty terms with our repairs team and reply within one business day.
Avoid That's our policy as a complete explanation. State the relevant rule, how it applies to this case, and what options remain.
Offer a Solution
Move from empathy to action as soon as you have enough information. Be clear about what you can authorize now and what still needs approval.
21. Here’s what I can do for you.
Use this to introduce an immediate, concrete action.
Example: Here's what I can do for you: waive the delivery fee and send the missing item today.
22. I can arrange a refund or replacement.
Use this when both options are actually available. State any practical difference between them.
Example: I can arrange a refund to your original payment method or send a replacement by express delivery.
23. The best available option is…
Use this when there is one realistic remedy, but explain why it fits.
Example: The best available option is a replacement, because the part needed for a repair is no longer produced.
24. While we can’t do that, we can…
Use this pattern to set a clear limit without ending the conversation at no.
Example: While we can't refund a used gift card, we can transfer the remaining balance to a new card.
For more ways to state limits clearly, see these polite ways to say no in English.
25. I’ve escalated this to our… team.
Name the team and explain what it will do. Escalated is not a solution unless the customer knows what happens next.
Example: I've escalated this to our billing team for a manual review. They will email you within two business days.
Set Expectations and Follow Up
Replace soon and as quickly as possible with a date or time you can meet. If there is no final answer yet, promise the next update rather than the final resolution.
26. You can expect an update by…
Use this when an investigation or approval is still pending.
Example: You can expect an update by 4 p.m. Eastern Time on August 6.
27. If anything changes, I’ll let you know immediately.
Use this after giving the current plan and deadline.
Example: The replacement is scheduled to ship tomorrow. If anything changes, I'll let you know immediately.
28. I’ll follow up with you on…
Name the channel as well as the date when that detail helps.
Example: I'll follow up with you by email on Friday, even if the carrier has not completed its review.
29. Please let me know if this resolves the issue.
Use this after the customer has a clear action to test or result to check.
Example: I've reset the account permissions. Please let me know if this resolves the issue when you sign in again.
30. Thank you for giving us the opportunity to put this right.
Use this after accepting responsibility and agreeing on a remedy. Avoid it when the complaint remains unresolved.
Example: The refund is now complete. Thank you for giving us the opportunity to put this right.
Phrases to Avoid
| Avoid | Why it fails | Use instead |
|---|---|---|
Calm down. | Dismisses the customer’s reaction | I understand this is frustrating. Let me check what happened. |
That's not my fault. | Focuses on internal blame | I'll find the right person to review this. |
You misunderstood. | Blames the customer | Let me explain that more clearly. |
As I already told you... | Sounds impatient | To recap, the next update is due tomorrow. |
There's nothing I can do. | Creates a dead end | I can't approve that request, but I can offer these options. |
It's company policy. | Gives no reason or path forward | Our return period ended on July 31; however, the repair option is still available. |
I promise it will be fixed today. | Risks a false commitment | I'll update you by 5 p.m. today, even if the repair is still in progress. |
Sorry for any inconvenience. | Can sound generic and uncertain | I'm sorry the duplicate charge left those funds unavailable. |
Ready-to-Use Complaint Responses
Subject: Update on order 4821
Hello Maya,
Thank you for bringing this to our attention. I’m sorry that your package arrived damaged. I can arrange either a replacement by express delivery or a refund to your original payment method. Please reply with your preferred option, and I’ll confirm the next step within one business day.
Best regards,
Jordan
For multilingual customers, translate the finished response with OpenL, then verify names, order numbers, dates, refund terms, and the promised deadline against the source. Our business email translation guide covers that final check.
Live Chat
Customer: I was charged twice and nobody has replied to my email.
Agent: I’m sorry you’ve had to contact us again. Let me make sure I understand: two charges appear for the same order, and your earlier email has not received a response. Could you send me the order number in this private chat? I’ll check both charges now.
Agent: I’ve found the duplicate payment and submitted it for reversal. You can expect a confirmation email within one business day. I’ll follow up here tomorrow if it has not arrived.
Phone
Agent: I understand how frustrating this delay must be. Let me make sure I have the details right: your installation was scheduled for Tuesday, but no technician arrived and you received no cancellation message. Is that correct?
Customer: Yes.
Agent: I’m sorry we missed the appointment and failed to contact you. Here’s what I can do: arrange the earliest available appointment and ask our scheduling team to review the missed visit. I don’t want to guess about the time, so may I place you on hold while I confirm it?
The strongest response is not the longest one. Name the problem, recognize its impact, take the next action, and give a deadline the customer can rely on.
Sources
- Writing and communicating your final response — UK guidance on acknowledging impact, explaining findings, apologizing, remedies, updates, and escalation.
- Principles of Good Complaint Handling — Parliamentary and Health Service Ombudsman principles covering customer focus, accountability, fairness, remedies, and improvement.
- CHG810: Top ten tips when dealing with complaints — HMRC guidance on summarizing concerns, using plain English, apologizing for errors, explaining causes, and putting things right.
- Customer complaints: Definition, examples, and resolution tips — Industry guidance on reflective listening, acknowledging frustration, setting expectations, solutions, and follow-up.
