Even though your firm's adjustment policy may be generous, the ultimate success of your good-news adjustment letters depends not only on what you say but also on how you say it. Always Choose neutral or positive language in referring to a complaint. Whether or not your company is at fault, even the most annoying or demanding claim should be answer politely. An adjustment letter should NOT be negative or suspicious; it must NEVER accuse the customer or grant any adjustment grudgingly. Remember, your company's image and goodwill are at stake when you respond even to unjustified claims. There Can be Three types of adjustment letters