LETTERS OF APOLOGY

A letter of apology can be either formal or informal. It can be written when someone has made a mistake, has failed to perform a duty or is not able to fulfil a promise. The main body contains reasons for the inconvenience caused. In the final paragraph you can express your hope to improve the situation or promise to make up for any problems that have been caused.

Organization of paragraphs

Introduction: paragraph 1 - state the reason(s) for writing

Main Body: paragraphs 2, (3) - reasons to explain the inconvenience caused

Conclusion: final paragraph - express understanding/regret or promise to make up for the situation and closing remarks

 

Useful language for letters of apology

Formal

Opening Remarks:

I am writing to apologise for ….

I must apologise for ….

Please accept my sincerest apologies for …

How can I apologise enough for …

I must apologise profusely for, etc.

Closing Remarks:

Once again, sincerest apologies for …

I hope you will accept my apologies …

I hope my apologies will be/are accepted, etc.

Informal

Opening Remarks:

I hope you will understand when I say that …

What can I say, except I'm sorry that …

I'm sorry for …

I owe you an apology …

I'm so sorry if I upset you in any way …

I can't describe how sorry I am and how guilty I feel, etc.

Closing Remarks:

I hope you believe me when I say how sorry I am …

I can't tell you how sorry I am …

I beg you to forgive me for …

There is no excuse for ... and I hope you'll forgive me, etc.

Example letters

There are two letters below - one formal and one informal. Read them and fill in the gaps with expressions from the list. Then underline the opening and closing remarks and replace them with others from the list above.

1 to apologise / to say how sorry I am

2 bad behaviour /disgraceful conduct

3 I know / I realise

4 severely reprimanded / properly told off

5 be sure / rest assured

6 what happened / this incident

7 put you off / deter you

Letter A

Dear Mr Johnson,

I am writing to you 1) …. for the 2) …… of a member of our staff towards you on Saturday April 23rd. 3) …. how much this must have upset you.

I always take such incidents extremely seriously and, following your letter of complaint, the member of staff has been 4) ….. You can 5) ….. that he will be treating our customers quite differently in future.

I hope that 6) …… will not 7) …… from using our store in future. In an attempt to make up for the inconvenience caused, we are sending you a complimentary gift.

Yours sincerely,

Peter Brown (Manager)

Letter B

Dear Belinda,

   I’m writing 1)…… for my son’s 2) …… last week. 3) …… how upset you were, and I thought I’d write to you to try and sort out the problem.

   I didn’t realize what had happened straight away, but when I got your letter, I promise you that he got 4) …… You can 5) …… he’ll never speak to you like that again.

   I hope 6) …. won’t 7) …… coming round to our house. I’d like to make up for my son’s behaviour by inviting you to dinner on Thursday so that he can have the chance to say how sorry he is himself.

                                                                              Love,

                                                                            Joanne

Key to exercise

Letter A                                          

1. to apologise

2. disgraceful conduct

3. I realise

4. severely reprimanded

5. rest assured

6. this incident

7. deter you

Letter B

1. to say how sorry I am

2. bad behaviour

3. I know

4. properly told off

5. be sure

6. what happened

7. put you off

Adapted from: 

Successful Writing - Upper-Intermediate - Student's book - Express Publishing UK_Ltd

Successful Writing - Proficiency - Student's Book - Express Publishing UK_Ltd (2010)