SUBJECT: We are sorry - here is what happened and what we are doing about it

Hi [First Name],

I want to reach out personally to apologise for [brief description of the issue].

This is not the standard we hold ourselves to, and I understand how frustrating this must have been for you.

WHAT HAPPENED:
[Clear, honest explanation - no jargon, no excuses]

WHAT WE HAVE DONE TO FIX IT:
[Specific action taken]
[Timeline for resolution if ongoing]

WHAT WE ARE DOING TO PREVENT IT:
[Concrete preventive measure]

AS A THANK YOU FOR YOUR PATIENCE:
[Compensation offer: refund / credit / extension / discount]

If you have any further concerns, please reply directly to this email and I will personally make sure they are addressed.

Again, I am truly sorry for the inconvenience.

[Your Name]
[Title] | [Company Name]
[Direct email or phone]