intro in letter

assume we receive a letter from a frustrated client about an increase in the premium.
can we say in the first paragraph among others
1. we apologize if this was not clear to you?
2. i confirm that the premium is correctly p?

thanks

 

think it's hard to say without knowing exactly what the complaint was and the reason for the increase - but sounds like it might be appropriate.

 

Hi there

My intro usually consists of:
Thanks for email dated xx, regarding xxx

Apologies if anything unclear
Confirm figures are correct (and possibly restate them for clarity)

Then on a separate paragraph before I section the response. Discuss the purpose of the letter/ email/ report

 

thanks. i read in cp3 notes that we dont apologize/say sorry.
is that correct ?

 

I don’t think we apologise outright but I think you can apologise if previous communications were unclear etc