Complaint and Reply Vocabulary

Complaint Vocabulary

• Unforgivable (adj.): Describes something unacceptable; for example, being late again is unforgivable or when she was late once again which is unforgivable.
• To overcharge (v.): Charging someone too much money; for example, needing to reimburse someone because they were overcharged or when the user was overcharged and is expecting to be reimbursed. You overcharged me, how will you reimburse me?
• To rectify one’s mistake (v.): Correcting an error; the mistake was rectified straightaway or when someone rectified their mistake straightaway. He rectified his mistake straightaway.
• To express one’s disappointment (v.): Communicating feelings of dissatisfaction; for example, writing to express disappointment. I am writing to express my disappointment.
• To be dissatisfied with (v.): Not happy or content with something; for example, when dissatisfied with products. I am dissatisfied with your products.
• To state (v.): Declaring or specifying something; for example, advertisements state goods will arrive within a week. Your advertisement states that the goods will arrive within one week.
• Refund (n.): Money returned, typically due to dissatisfaction; for example, expecting a full refund for damaged goods. The goods were damaged, therefore I expect a full refund.
• To reimburse (v.): Repaying or compensating someone; for example, needing to reimburse the sum by the end of next week. I’d like you to reimburse the sum by the end of next week.
• ASAP (abbr.): As soon as possible; for example, sending your reply asap. Please send us your reply asap.

Useful Phrases

• Further to our last meeting…: Referring back to a previous discussion; for example, writing about an event being organized togetheror writing about an event being organized together. Further to our last meeting, I am writing about the event we are organising together.
• With reference to your letter dated 9 March: Referring to a specific piece of correspondence; for example, apologising about a mistake and remedying it. With reference to your letter dated 9 March, I am writing to apologise about our mistake and remedy it.
• I look forward to hearing from you.: A formal and informal closing sentence.
• We look forward to working with you in the future.: A formal and informal closing sentence.
• We are pleased to inform you that …: A positive way to convey good news; for example, offering a goodwill gesture on the next order. We are pleased to inform you that we are offering you a goodwill gesture on your next order.
• I am delighted to say …: Another positive phrase for sharing good news; for example, offering a goodwill gesture on the next order. I am delighted to say we are offering you a goodwill gesture on your next order.
• Fortunately / Luckily: Expressing a positive turn of events; for example, advising items are still in stock. Fortunately / Luckily, we still have those items in stock.
• We regret to inform you that …: Used to deliver bad news; for example, informing that there has been a mistake with an order. We regret to inform you that there has been a mistake with your order.
• I am afraid (that) …: A slightly softer way to break bad news; for example, advising they are now short on items. I am afraid that we are now short on those items.
• Unfortunately / Sadly: Used for conveying negative information; for example, advising they are now short on those items. Unfortunately / Sadly, we are now short on those items
• I would like to thank you for …: Expressing gratitude; for example, thanking for answering so quickly. I would like to thank you for answering so quickly.
• I appreciate your assistance with this.: Acknowledging someone’s help. A phrase to thank somebody for their help.
• Please accept my/our sincerest apologies.: A formal way to apologize. A phrase to apologise to somebody.
• We are very sorry about the inconvenience.: Another way to express apologies. A phrase to apologise to somebody.
• Do not hesitate to contact me if you have any further questions.: Offering further assistance. A phrase to offer future help.
• Give me a call if you want any more information.: A more informal offer of help. A phrase to offer future help.
• I have attached / enclosed …: Indicating that documents are included; for example, including a copy of the new invoice. I have attached / enclosed a copy of the new invoice.
• Please find attached / enclosed: Used when including documents; for example, including a copy of the new invoice. Please find attached / enclosed a copy of the new invoice