What it means
Statement of Regret
Where does it sit between an apology and a non-apology?
Statements differ in how much responsibility they accept. The table compares three common types.
| Type | What it does | Example of the approach |
|---|---|---|
| Full apology | Accepts responsibility and says sorry for what the organization did | "We made a mistake, we are sorry, and here is what we are doing about it." |
| Statement of regret | Expresses concern or sympathy without stating fault | "We are deeply sorry for the impact on our customers and are investigating." |
| Non-apology | Sounds regretful but shifts blame or hedges | "We are sorry if anyone was offended." See non-apology |
The line between a statement of regret and a non-apology is about sincerity and specifics. A statement of regret names the harm and the people affected and commits to action. A non-apology avoids all of these.
What legal factors are involved?
Lawyers often worry that an apology can be used as an admission of liability, which is why many statements are cautious. The rules differ by jurisdiction. Some places have laws that limit the use of expressions of sympathy as evidence, and these laws vary in scope, so a statement that is protected in one place may not be in another. Securities law, insurance terms and regulatory investigations can also affect what is said. Counsel should review any statement before it goes out, especially when litigation, regulators or investors are involved. See litigation communications.
What makes a statement of regret effective?
- Speed: a prompt first statement, even if short, is better than silence. See holding statement.
- People first: begin with those affected, not with the organization.
- Specifics: say what happened, as far as it is known, in plain words.
- Sincerity: use language a person would use, not legal phrasing.
- Action: say what is being done now and when more will be said.
- Consistency: the same facts in every channel and from every spokesperson.
- Follow-through: do what the statement promised.
Illustrative structure (example only)
- Opening: concern for those affected
- What we know, and what we do not yet know
- What we are doing now
- Where people can get help or information
- When we will update
What wording should be avoided?
- Conditional phrases such as "if anyone was offended".
- "But" or "however" that cancels the regret.
- Passive constructions that hide who acted, such as "mistakes were made".
- Blaming customers, employees or the media.
- Minimizing words such as "isolated" or "minor" when people feel harmed.
- Promises the organization cannot keep.
How is one prepared and approved?
- Confirm the facts and what can be said, with the response team. See war room.
- Decide the level of responsibility to accept, with legal counsel and senior leaders.
- Draft in plain language, and test it with someone outside the team.
- Prepare answers to likely follow-up questions. See Q&A document.
- Align internal and external messages, and brief employees first where practical.
- Release it on the channels where the affected audience is, and monitor reaction. See social crisis.
- Update as facts change, and record each version.
Audiences judge by what the organization does next as well as what it says. See crisis communications.
Frequently asked questions
What is a statement of regret?
It is a public expression of concern or sympathy for people affected by an event that avoids stating fault or liability, usually drafted with counsel.
Is a statement of regret the same as an apology?
No. An apology accepts responsibility. A statement of regret expresses concern without doing so.
Can a statement of regret be used in court?
It depends on where and how. Some places limit the use of expressions of sympathy, and others do not. Counsel should advise.
When is a full apology better?
When the organization is clearly responsible and the facts are known. Many audiences expect responsibility in those cases, and a hedged statement can look evasive.
How quickly should it be issued?
As soon as the facts allow, often with a short first statement and updates to follow. Delay can look like indifference.
Related terms and services: Non-apology, Holding statement, Q&A document, Social crisis, Litigation communications, Crisis communications glossary, and crisis PR.
By the 5W Editorial Team. Reviewed by a human editor before publication. Updated October 28, 2026.