When responding to a complaint regarding poor service, it's crucial to maintain clarity and politeness. Begin by acknowledging the problem and expressing sincere apologies. Clearly address the issue raised by the customer and provide an explanation if possible. Assure the customer that steps are being taken to prevent recurrence and offer a token of goodwill, such as a voucher or discount. Thank the customer for bringing the issue to your attention and expressing a commitment to improvement.
Sample Response to complaint letter
(Sender’s address)
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Date: __/__/____ (Date)
(Receiver’s address)
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Subject: Response to complaint letter
Dear _____________,
Thank you for writing to us about the problem you are facing. First of all, we feel extremely sorry that you had to go through such an inconvenience. We acknowledge that we have failed you this time but we have every desire to provide you with the best solution possible.
In your letter, you stated that there was __________ (Mention the issue raised). This might have been caused ____________ (explain the reason) . We are very sorry for this bad experience. We have spoken to our team to check the issue thoroughly. We will make sure this doesn’t happen again in the future.
Please accept our most sincere apologies. Given the unfortunate experience, we would like to extend you a _________ (voucher/discount/amount). Thanks for caring enough to point out the issue and helping us improve our service.
Yours sincerely,
_____________
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Deepanshu Thakral 
Rahul Sharma