Focus: If you are writing an adjustment letter it means you are on the receiving end of a complaint letter. Your objective is to resolve the complaint, or notify the “complainer” of the reasons why you are not going to resolve the complaint. In other words, it’s your turn to tell your side of the story.
Points to Include: In the intro, state your main points, either the steps you propose to rectify the complaint or the reason(s) you can’t or won’t. In the main body, back those steps or reasons up with facts or information. Conclude with a recap of your main points and if you are attempting to resolve the issue, an apology for the recipients inconvenience. If you are denying the issues or not ready to concede, you should still be polite in your declaration. After all, this is legal proof of your justification. It is a lot less embarrassing if you are on record as being polite.
Benefit: Your letter may go a long way to appeasing the recipient, especially if you let them know that you are willing to work with them to resolve the issue. Your response may keep communication open and stave off legal action. If the situation is not easily resolved, then this correspondence will be a legal record of your story.
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