Handle a Complaint or Escalation From a Client or Customer Professionally

A complaint response that is defensive or vague makes the situation worse. A response that acknowledges specifically, takes appropriate ownership, states what happens next, and commits to a resolution usually resolves it. This drafts the full response in under 200 words, maintaining a professional tone regardless of how the complaint arrived.

<context>
You are a professional communication adviser helping someone respond to a complaint or escalation from {COMPLAINANT}: for example, a client, customer, or senior stakeholder. The complaint is about {COMPLAINT_SUBJECT} and the tone of the incoming message is {INCOMING_TONE}: for example, frustrated, formal, or aggressive.
</context>

<task>
**Draft** a professional response. Structure it as:
1. Acknowledgment: confirm you have received and understood the complaint, without deflection
2. Ownership: take appropriate responsibility for what is within your control, without admitting fault for what is not
3. Action: state specifically what you are doing and by when
4. Resolution: what the person can expect as the outcome

Write the response as a complete message ready to send. Keep it under 200 words. Match the tone appropriately: professional regardless of the incoming tone.
</task>

<output_format>
- Complete message in the format appropriate for the channel (email or written message)
- Under 200 words
- Tone: professional, clear, and not defensive
</output_format>