A letter of adjustment refers to the business letter submitted in response to a customer complaint letter or claim. It is also known as a claim adjustment letter, letter of response to a complaint, customer complaint reply, complaint response letter, and letter of complaint response among other similar terms.

Often, a manager of a company/organization or business representative is tasked with the writing of a complaint response letter. letters of adjustment deal with several types of complaints and claims including defective products, salary not received, unsatisfactory service, shipment arriving late, and non-delivery on time among other complaints.

Regrettably, not all businesses are perfect. Delayed delivery, damaged goods, overdue payments, or incorrect bills are not exceptional. Fortunately, an adjustment letter informs to restore the company’s reputation and trustworthiness of the business. The adjustment letter will show that the client’s complaint was heard and will be determined.

Owing to the customer–seller relationship, an adjustment letter also serves as a legal document, which confirms the details of the communication and describes the resolution or dissolution of a claim.

However, it is important to keep in mind that writing formal business letters don’t convert to your claim or complaint being accepted. It simply notifies the sender that their complaint letter has been received. The validity of the claim will decide whether or not a letter of adjustment will include an admission of the mistake and its amendment.

How Do I Write an Adjustment Letter?

Before you embark on adjustment letter writing, it is necessary to know its importance. Essentially, an adjustment letter is important as it informs the business of its shortcomings. Knowledge of these complaints and claims enables the business to prevent futures occurrences. Both the business and the customer gain valuable experience in customer care relations.

Besides, the handling of genuine claims and complaints ensures compliance with the law and saves both parties time if there are any. Giving customers their due shares ensures justice and protection of citizens’ rights. Moreover, if this practice becomes common it prevents corruption practices.

Step by Step guide on How to Write a letter of Adjustment.

steps of writing a letter of adjustment


Always address the adjustment letter to a specific individual. Often, clients that send a claim letter leave their address and name on them. So, make sure when replying with an adjustment letter spell their name correctly along with their titles. For instance, “Dear Mr. Robertson.”


Begin writing the first line with a positive tone. Start by saying how pleased you are to hear from the customer or express regret over the taxing circumstances or both. Proceed to address the date of the client’s complaint letter and tell the reason for your writing. Avoid repeating the contents of the claim in detail.

Equally, avoid using words like “claim or complaint” as they may sound accusatory to the customer. Rather consider neutral words like your “message, notice or report” along with the date received.

Main Body

The main body of an adjustment letter can be divided into several sub-sections. The first sentence is usually dedicated to restating the core of the issue at hand. This way, the customer will clearly understand that you understood their issue well. By keeping your adjustment letter precise and straightforward, explain why the situation has happened. 

Keep in mind that the customers don’t care about the company’s difficulties, rather they want the situation fixed.

Secondly, present the solution to the issue. If the customer is right with the error, admit and provide compensation or guarantee that the mistake will be resolved. Ideally, provide a list of steps you will take or you have already taken to ensure the situation is taken care of as soon as possible.

However, if the client’s request is unwarranted, the company can write a careful and tactful denial to keep good relations with the client. Preferably, convince the customer that you always have their need in mind.


Conclude your adjustment letter with a positive note. Thank the customer’s patience, and understanding while providing further cooperation. Reassure the customer that such incidents are rare and the company will put measures to prevent anything of the sort in the future.

Equally, express confidence that the customer will stay to enjoy the goods or services of the company. Moreover, your letter of adjustment should avoid a negative tone and restate the essence of the issue in the conclusion as it will leave a feeling of incompleteness rather than your concern.

Proofread and Send

To ensure the text is error-free and flows logically, proofread. And once you are pleased that it is clean, sent the adjustment letter to the customer.

How Do I Format an Adjustment Letter?

Usually, a letter of adjustment format takes the formal business letter format. The main focus is on where to place the date, header, and letterhead. If not, the adjustment letter is basic in its writing style.

Adjustment Letter Format

Letter Head Part

Name of the sender

Sender’s Address

(This header can be placed either left or right)


(Can be positioned either left, center, or right)

Recipient’s Name

Recipient’s Address

Body Part

Subject or Reference

Salutation (Dear valued Customer)

First Paragraph

(It should consist of an acknowledgment of the claim and apology on behalf of the company to the customer. Equally, sympathize with the customer for the inconvenience caused)

Second Paragraph

(It should contain details of the goods and services offered to the client by the company)

Third Paragraph

(It should consist of the rectification of the claim of the client)


(Letter should end with a complimentary close)

Subscription – Thanking You, Yours sincerely


Full Name

Enclosure (If any documents are attached, they should be specified as well)

Adjustment letter sample

Below is a sample adjustment letter as well as a template you can follow when u need to write an adjustment letter. There are more templates you can have a look at to help you write a good letter of adjustment.

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Tips for Writing Claim letter of Adjustment

Tips for Writing Claim Adjustment Letters

Many factors need to be taken into consideration when writing adjustment letters. Here are some of the factors to consider:

Organize the Material

This is an essential consideration before you event start to write your adjustment letter. Ideally, gather all the relevant documents including previous correspondence, records of such cases handled before, and company policy among other required materials.

When you organize these materials, you create an outline and order in which you present the information logically. The outline of your complaint letter should be in sequential order. With this, it is easy for you to write the complaint letter and help the customer to understand the matter with ease.


This refers to the rough copy of your claim adjustment letter. Since it is a rough copy, it is open to mistakes and editing thereafter. Because you already have organized the material, all you need to do is use them effectively while ensuring all the essential aspects of the letter are covered. 

Pay close attention to the opening statement as well as the conclusion of the adjustment letter as they are very important. To write a good adjustment letter, a conclusion should sum up all the information with an affirmative impression.

Admit the Mistake

After you determine that your customer is a victim, start an immediate rectification process. First, apologize and responsibly express regret according to soothe the annoyance or anger of the reader. The client’s demands, if sensible, should be attended to with immediate effect.

Ideally, avoid long explanations when explaining the incident and the steps being taken to rectify the problem with details like a refund, discount, dates, and times of the action started. With this approach, you reiterate the client’s interest in your business and uphold a greater business relationship.

Keep a Positive Tone

An adjustment letter written with a tilted tone towards a positive attitude works for both parties. They will be satisfied just as the vendor is. Preferably, start by sympathizing with the customer while establishing a positive tone. Make the client feel understood. Once you do this, then move to the next phase of breaking the news either in favor or against.

If the customer is at fault, it is important to not provoke or accuse them of wrongdoing or even offer an adjustment with dislike. This will give negative publicity to your form and will end up generating negative dislike for you and your business. Make sure your own emotions shouldn’t compromise the image of your business or the firm you work for.

Use Diplomatic Language

If your customer is not right and you find their demands not justifiable, consider being diplomatic so that even after rebuttal, your customer remains contented. Ideally, use the simplest language to explain to your client the policy and terms of the company for easy understanding. Use a polite tone and don’t reject the client impolitely.

Be Polite

Politeness is a virtue that is often stressed by all customer care services. This is so because it exudes positive vibes, particularly in an engagement situation. So, even when your customer is at fault, as a seller, you are required to satisfy them while you keep your stance.

Therefore, pick your words cautiously and leave no room for an offense. Consider using the name or title of the customer in focus so that it doesn’t appear as if you take them for granted. Although it is a basic courtesy, politeness can make all the difference, especially in instances where you are at fault.

Give it a Personal Touch

Giving your letter of adjustment a personal touch means making the customers comfortable and according them respect. You can do this by addressing your customer by name to show recognition of the customer’s individuality. 

Along with his name, you can use his title. Moreover, start the letter with any relevant line of humor to ease the discord and enchant the customer towards an affirmative approach.

 Use a Letter Head

Formal complaint letters should always have a company letter heat on the top margin of the page, right, left, or middle. With the letterhead, you establish the authority of the letter as well as enhance the significance of the document.

Essentially, a letterhead shows that the customer is engaging a responsible authority. Moreover, the letterhead remains ingrained in a customer’s mind, especially after the situation has gravitated in the favor of the customer.


After writing your claim adjustment letter, be sure to check for spelling mistakes, grammar, sentence structure, and formation. Also, check the clarity, accuracy, and completeness of the paragraphs. Check your tone and ensure it is consistent while avoiding abstract terms that are often misunderstood by all such as phrases, clichés, and slang. 

Consider removing any terms that may bring confusion. More importantly, keep in mind the legibility of the words, appropriateness of dates, signature, and complimentary closure.

Frequently Asked Questions.

FOQ on letter of adjustment

Question 1: What is a letter of adjustment example?

Answer: The adjustment letters or the adjuster’s letters are e-mail responses from business representatives. It describes what happens when you encounter an issue or not.

Question 2: What is the difference between an adjustment letter and a letter of complaint?

Answer: First and foremost, a company addresses a claim made by a client through an adjustment letter. On the other hand, a client writes a complaint letter or a claim letter to request compensation for delayed, damaged, inadequate, incomplete, or defective goods or services. Therefore, an adjustment letter follows a customer’s complaint letter.

Question 3:  What are the kinds of adjustment letters?

Answer: Letters to adjust, if necessary. Letter confirming adjustments: Generally, a letter giving a buyer an adjustment of his or her request. If he is convicted of the error is referred to as the granting letter. Letter rejecting adjustments: If the claims were not submitted assuming a buyer is at fault, the letter is referred to as an adjusting letter refusing.

Question 4: Are you required to write an adjustment letter after receiving a formal complaint?

Answer: Some company policies highlight the need for an adjustment letter writing. But, it is not openly stated that a company ought to reply to a complaint letter. Regardless, the business must address the issues or claims that involve a client. 

Without a doubt, the client is a part of the business’s growth and their satisfaction is a company’s priority. So, when a company addresses the claim, it means the company has the customers’ interests at heart.

Question 5: Which of the following should be considered when writing an adjustment letter?

Answer: The adjustment note is usually attached to the letter of complaint. It’s necessary to evaluate a complaint to determine if there is ground for the complaint.


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