Reply to a customer who rings or writes to complain about a job you never did

Alan Sharpe says customers phone his shop in tears to complain about a lock he never fitted, because a rogue firm's name sounds like his. O'Sullivan says rogue firms answer "yes" whatever name they are asked about. Each of these calls costs time and can harm your name. A calm, consistent reply helps the customer find the right place to complain. AI can draft it. It must say only what your own records show and must not accuse any named business of a crime.

A free AI chat tool, then your own email or messaging app

Steps

1. Check your job book, invoices and phone log to confirm whether you attended, before you reply. Keep the customer's details out of the AI tool.
2. If your records show you did not attend, write down in neutral words what the customer says they were told and charged, without naming any other firm unless the customer's own paperwork does.
3. Paste only that neutral description and your own contact details into the prompt, with [CUSTOMER NAME] as a placeholder.
4. Ask for a short, kind reply that says you have no record of attending and points the customer to the consumer helpline for where they live, their card or bank provider and Trading Standards.
5. Read it for anything that accuses a named business, add the customer's name yourself and send it from your own account.

The exact prompt

I am a UK locksmith. A customer has contacted me about a job I did not do. Draft a short, kind reply using ONLY the facts below. Do not accuse any business of fraud, crime or a scam, do not name any other business, do not promise a refund or any legal outcome, and do not tell the customer what they are legally owed.
Facts: our records show we did not attend any job for this customer. What the customer says happened, in neutral words: [for example, a locksmith came out, quoted a low price on the phone and charged much more].
Our business name and contact details: [text].
Things I am happy to say: I am sorry this happened; the customer may want to contact the consumer helpline for where they live, which can refer complaints to Trading Standards (England and Wales: Citizens Advice; Scotland: Advice Direct Scotland; Northern Ireland: Consumerline: [choose the one that applies]), and their card or bank provider about the payment.
Begin 'Dear [CUSTOMER NAME]'. Under 120 words, warm and plain.