Mastering Complaint Letters
A clear guide to writing effective complaints and getting results.
Why Brevity and Clarity Matter
When writing a complaint letter, you want to keep it short and to the point to help ensure that your letter will be read in its entirety. If you write a seven-page complaint letter, it's highly unlikely that someone will sit down and read all seven pages.
Proper Addressing and Formatting
The complaint letter should be addressed to the customer service/consumer affairs department or the head office if there is no customer service department. The address and contact information of the customer service department should be available on the company's products or website.
A hard-copy complaint letter should be written in the business letter format. This includes your return address, their address, and the current date (e.g., today is ). An email should follow the same core format principles but typically omits the sender's and recipient's physical addresses at the top.
Structuring Your Complaint: Step-by-Step
The way you structure your letter is key to its effectiveness. Here's a suggested approach:
First Paragraph: Clearly State the Issue
In the first paragraph, you should identify what the issue is and any relevant information that you believe is important. Be sure to include the following information if it's applicable to the situation: the date/time of the issue (e.g., if the issue occurred 5 days ago, that would be ), location, name of person on duty, name of product, what the problem was, your account number, model number, price, warranty information, and reference number. Be sure to stick with the facts and avoid putting emotions into your letter.
Next Paragraph: Propose Your Desired Resolution
The next paragraph should state what you would like done to resolve the situation. If you received poor service, you could request an apology or a coupon. If a product malfunctioned, you could request an exchange for a new one or a refund. If you are requesting a response, you might state a timeframe, for example: "I look forward to your reply regarding this matter by (approximately two weeks from today, )."
Last Paragraph: Maintain a Courteous Closing
The last paragraph should thank the reader for their time and consideration. You can also briefly include a positive comment about other experiences with their company's product or service, if appropriate and genuine.
Essential Final Checks
Always include your telephone number and/or e-mail address after your printed name so the company can contact you promptly (ASAP) if necessary.
Be sure to keep a copy of the letter for your records. Include photocopies (not originals) of any relevant documents, such as receipts or warranty information, and enclose them with your letter.
Understanding Key Terms
- ASAP
- An abbreviation for "As Soon As Possible," meaning quickly and with urgency.
- Applicable
- Relevant or appropriate to a particular person, item, or situation.
- Compliments
- Polite expressions of praise, admiration, or respect. In this context, offering a genuine positive remark about the company or its services, despite the complaint.
- Consumer Affairs Department
- A specialized department within a company or a government agency responsible for handling customer complaints, addressing issues, and working to protect consumer rights.
- Enclose
- To place something (like documents) inside an envelope or package along with a letter or other items.
- Entirety
- The whole or complete amount/extent of something.
- Malfunctioned
- Refers to a product or piece of equipment that has failed to operate correctly or as intended.
- Photocopies
- Mechanical or digital copies of original documents, typically made using a photocopier or scanner.
- Relevant
- Closely connected or appropriate to the matter being discussed or considered.
- Warranty
- A written promise from a manufacturer or seller to a purchaser, guaranteeing to repair or replace a product if it develops faults within a specified period.