An adjustment is made in responding to a complaint. When receiving the complaint letter, you should investigate the problem and gather all of the facts.
Then decide what you can do to solve the situation and answer it immediately and tactfully.
If you do not have enough information to respond to the complaint promptly, you should ask the customer for more information or tell the customer that what you are doing. This lets the customer know that you take the complaint seriously.
As a letter of adjustment emphasizes the solution rather than the error and convince the customer that you understand and want it to be fair. There fore,the letter should not contain unfriendly, negative expressions, it must not accuse the customer or grant any adjustment unwillingly.