Media Response Template for Customer Complaints

This media response template is intended to serve as a starting point for developing your own messaging and holding statements around customer complaints directed at your organization.

We recommend developing a proper communications strategy around any issue, but the template statement below contains the sort of language that has reliably steered many organizations through the early stages of a crisis.

When you need to say something quickly, you can modify the template to fit your situation, buying your organization the time it needs to consider the issue and its response more thoroughly.

IMPORTANT: Replace any placeholder text below with your organization’s name or other details of your particular issue.

Template

[Organization Name] is aware of the recent increase in customer complaints regarding [brief description of the issue, e.g., a product, service, experience, etc.]. We take all feedback seriously and are actively working to address the concerns raised.

Our team is currently reviewing the situation to identify the root cause and implement solutions as quickly as possible. Providing a positive experience for our customers is a core priority, and we regret any inconvenience this may have caused.

We are committed to making improvements and will keep our customers informed as we make progress. For any immediate concerns or assistance, please contact [Designated Contact Information].

We appreciate your patience and understanding as we work to resolve these matters.