Adjustment Letters An adjustment letter is a response to a written complaint. The objective is to inform the reader that their complaint has been received. It is also a legal document recording what decisions were made and what actions have or will be taken. Keep in mind that your reader has been inconvenienced. This is a prime goodwill building opportunity. Everybody makes mistakes and when a business owns up to one it goes along way to renewing the customer's confidence in a continued business relationship. The scope of your adjustment letter should reiterate the relevant facts of the claim. When the customer is right, include a forthright admission to that effect and extend a sincere apology. When the customer is not right, explain the reasons clearly and with every courtesy. Counter any negativity that may be in the complaint letter with a positive approach. Be gracious and emphasize the corrective steps being taken. Explanations for why the situation occurred are of less impor...