How to write an apology email to UK customers, clients or colleagues.

Sometimes things don’t go to plan. Whether it’s a product issue or communication mishap, mistakes can happen at any time. A simple apology can help to acknowledge the issue and take responsibility for it.

Apologising is part of being human. It allows us to save strained relationships, restore harmony with colleagues and soothe disgruntled customers. While apologising in person may be best, a written or formal apology can also go a long way.

But saying sorry can be easier said than done. In this guide, we explain what an apology email is and how to write a professional apology email. Take the first step to conflict resolution with Adobe Express.

What is an apology email?

An apology email is an email that conveys genuine remorse and requests forgiveness for an error or oversight.

Apology emails allow you to recognise the mistake and take accountability for it. You may send an apology email in any situation that might warrant an apology, including:

• Sending the wrong document or media.
• Failing to answer a message or request.
• Submitting something late.
• Software or system errors.
• Sending something to the wrong person.
• Using the wrong name or misgendering.
• Mixing up appointments.
• Accidentally sending confidential information.

It’s important to work out whether an apology email is appropriate for the circumstance. For example, if it’s a professional matter, you might want to check with HR that this is the right course of action.

Say sorry with these apology email examples.

How to write a professional apology email.

An apology email can vary depending on who you’re writing to and the specific situation. Whether you’re writing an apology email to a client or a colleague, the way you communicate your remorse remains the same.

Make your intentions clear from the start.

Taking the blame isn’t easy, but it’s a start. Open with a formal greeting and state a clear reason for your apology email. Opening with “I’m writing about the issue regarding X” is straightforward and concise.

Depending on the situation, you may want to include compassionate words, such as ‘sadly’ or ‘unfortunately’. This helps to convey remorse, build a personal connection and gain the recipient’s trust.

Acknowledge the mistake and show remorse.

Provide details about the incident and what events took place. It’s important to recognise any harm caused by the error – for example, mixing up appointment times. Try to avoid making excuses for what occurred. Instead, use sincere words and positive language.

If you’re writing an apology email to a client, ensure the email aligns with your brand’s tone.

Apologise for the occurrence.

Use this as an opportunity to offer a sincere apology. But don’t just stop there. You should also take responsibility for the mistake. Imagine how you would feel in their situation and emphasise that you understand the inconvenience caused. Your goal is to earn the recipient’s forgiveness, so be as earnest and empathetic as possible.

Offer solutions and next steps.

Your apology email should demonstrate your commitment to resolving the issue and a prevention plan going forward. Offer suggestions on how you plan to rectify the mistake and make up for any inconvenience caused. For example, “I have requested a meeting with management” can reassure the recipient that you are taking necessary steps to resolve the issue.

Ask for forgiveness.

Conclude your apology email with a final apology and reassure the recipient that you won’t make the same mistake. This depends on the severity of the situation, but showing vulnerability and heart can earn you extra points. Don’t forget to mention that you’re interested in feedback and suggestions for improvement and drive it home with a genuine ‘thank you’.

5 tips for how to apologise in an email.

Writing an apology email is all about balance. Over-apologising can seem insincere but undermining the mistake with a simple ‘sorry’ won’t cut it either. Strike the right tone with these handy tips and create a professional apology email that shows you’re truly sorry.

Use the right format.

Make a good impression with an effective letter format. The content of your apology email can vary depending on the recipient, but a handy letter template can ensure a simple, concise structure. Always include a professional greeting, the main apology, warm regards, and sign off with an email signature.

Sincerity is key.

Every apology email begins and ends with sincerity. Since you’re not apologising in person, it’s even more important to choose your words carefully. Explain the situation in detail and let the recipient know that you’re aware of your error. Be genuine, positive and professional throughout, and always show remorse.

Avoid deflection.

Remember, you’re writing to say sorry, not to defend yourself. It’s an instinct to misplace the blame on someone or something else, but this can come across as disingenuous. Take accountability for the issue and any subsequent consequences. Owning your mistakes and offering solutions can help to re-establish trust with your recipient.

Don’t take it to heart.

Nobody’s perfect, and everyone makes mistakes. If you’re faced with an angry customer, client or business partner, it’s important not to take complaints personally. Try to avoid defensive replies in your apology email and remain as positive and professional as possible.

Be realistic.

Remorse, empathy and sincerity make for a great apology email, but you should never make a promise that you may not be able to keep. Steer clear of absolute guarantees, such as early submissions or an end to software errors. If you repeat the same mistake in the future, your next apology may not go so well.

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Good to know.

How do you end an apology email?

Your apology email should end with a clear and genuine message. Offer a final apology, thank the recipient for their understanding, and send warm regards. Some sincere ways to end an apology email include:

• “My most sincere apologies.”
• “I am sincerely sorry.”
• “So sorry for the trouble.”

Get more tips on how to end your emails with Adobe Express.

How can you say sorry in a professional way?

An apology email is a useful way to show regret in a professional setting. Whether you’re writing to a client, customer or business partner, you should empathise and use sincere language. Some key phrases include:

• “I sincerely apologise for…”
• “Please accept my sincerest apologies...”
• “On behalf of [company name], please accept our sincere apologies…”

Be aware that every situation is different. It’s worth checking with HR if an apology is the right way to go before you begin.

How do you apologise for an error or mistake?

A correction email is the best way to address an error or mistake, such as a typo or sending the wrong information. Clearly state the purpose of the email, acknowledge the error made, provide the correct information, then apologise for any inconvenience caused. Try to rectify the error as soon as possible.

Is Adobe Express free?

Yes. The basic version of Adobe Express includes everything you need to start working creatively. Adobe Express offers thousands of design templates, images, videos and royalty-free photos, quick actions for processing images, as well as much more. You can create a professional apology letter, for example, by including a letterhead, email signature and much more.