The Complaint Letter

Complaint Letter

A letter of complaint, or complaint letter, is normally written to deal with a problem situation when other attempts (i.e. phone contacts, e-mails, etc.) have failed to rectify the situation. 
The complaint letter formalizes a problem situation by putting it into writing and is usually the last resort to try to get a situation resolved. 
Properly written complaint letters can be very powerful and almost always get results, making them worth writing. 
 Although complaint letters can be written for business situations (and often are) the typical complaint letter involves a personal situation; i.e. when a letter of complaint is written by an individual to a business or another person. 

(Available at: http://www.writinghelp-central.com/complaint-letter-samples.html)

If you are writing a letter of complaint, here are some dos and don’ts that can help you get the right outcome:

 

Do

Don’t

(Available at: http://www.oxforddictionaries.com/words/letters-of-complaint)

 

Writing a letter of complaint is something most people have to do at some point in their lives. Whether you're dissatisfied with a company's product or service, it is usually possible to resolve the issue in a mutually beneficial way through a firm but polite letter of complaint. Writing a complaint letter should not be complicated or scary - all you need to do is clearly state the facts and politely request a resolution.

How to write a Complaint Letter to the Company

1. Address your letter to the customer service department. When writing a letter of complaint, your best chance of success will come from directing the letter to the customer service department of the company. The customer service department is accustomed to dealing with complaints and your letter is likely to be processed efficiently and effectively.[1]


2.Quickly get to the point of your letter. The very first line of your letter should clearly address why your are writing the letter and what your exact complaint is. Give as many pertinent facts as possible, including the date, time and location where you made the purchase or received the service, along with any relevant serial or model numbers.

3.State specifically what outcome or remedy will satisfy you. If you want a replacement, a refund, a repair, or some other form of compensation, state this clearly in your second paragraph. This will help to avoid receiving a form letter or other stock response, and give the recipient something to work with on their end.

Attach copies of supporting documents. These may include receipts, guarantees, warranties, copies of checks you sent and, if appropriate, photos or videos. All documentation should be included with your letter.

4.Attach copies of supporting documents. These may include receipts, guarantees, warranties, copies of checks you sent and, if appropriate, photos or videos. All documentation should be included with your letter.

5.Give them a time limit to resolve the matter. It is helpful to provide an exact time period within which you would like the issue to be resolved. This will give you peace of mind and will help bring the issue to a speedy conclusion.

6.Finish the letter respectfully. Thank the recipient for their assistance, and let them know how and when they can reach you to resolve the matter. This will make their job a lot easier, resulting in a more efficient outcome for you.


Achieving the Correct Tone and Format

1.Be polite. You may be angry, and may have every right to be, but being rude will only put the recipient on the defensive. Write in a respectful tone and avoid making threatening, angry or sarcastic comments at all costs. Remember that the person reading your letter was not directly responsible for whatever happened, and they will be much more responsive and willing to please a gracious, polite customer than an angry, accusatory one.

2.Be concise. Customer service representatives may receive as many as hundreds of letters a day, so it's vital that you get to the point quickly, so they know exactly what they're dealing with as soon as they begin reading. If your letter is too long or detailed, the reader will be inclined to skim its contents and end up with an unclear idea of the exact problem or your desired resolution.[1]

3.Be authoritative. Being authoritative in your letter creates the right tone and lets the company know that your complaint is to be taken seriously. This is especially true of more serious complaints, which may have considerable financial implications.[1]

4.Format your letter in a clean, correct way. As mentioned above, formatting your letter in a professional way can favorably influence how your complaint is received. Include your name, address and the date in the top right-hand corner, followed by the name or title of the person you are writing to, along with the company's address, on the left-hand side, just above the body of the letter.

5.Check spelling and grammar. Incorrect spelling and grammar can negatively influence how your complaint is received. Make sure to do a spell check on your computer before printing the letter, or have someone else read it over before you send it.

Following up

1.Wait until the time limit you provided is up. Be patient and do not pursue any further action until the time limit you provided in your initial letter is up. If this date passes and you still haven't heard anything, you may follow up with a phone call or email to check if the letter was received. It is always best to give the company the benefit of the doubt.

2.Proceed along the chain of command. If you are unsuccessful in your dealings with the customer service director, try to find out who the next person in the chain of command is and reach out to them instead. Each time you move up the ladder, whether it's from Customer Rep to Supervisor to Director to Vice President to CEO, attach the correspondence you have had at the previous level. This will update your new company representative and very possibly get the matter resolved in a non-litigious way.

3.If you wish to pursue legal action, see an attorney. He or she will know how to proceed. Keep in mind that legal action should be your last resort and leading with it in your letter sets a negative tone and will derail any requests for compensation you may ask for at the same time. It also may come back to bite you if your bluff is called.

Tips

Warnings

(Available at: http://www.wikihow.com/Write-a-Complaint-Letter-to-a-Company)



Examples of letters complaining about 1.a faulty product, 2.unsatisfactory workmanship, 3.a disappointing holiday, and 4.a leaking radiator in a rented flat.

1.A faulty product

Jenny Hawkins

8 Dean Close

NEWFORD

NW3 2NY

11 November 2007

Customer Services Manager

Evans Electrical Products

7 Swan Street

Brampton

BR2 1RW



Dear Sir or Madam

RE: EasyIron Electric Iron (Model no: 2279)

I bought the above iron from The Electrical Store in Newford on 10 October 2005. On using it for the first time, I found that the temperature control was faulty; it was not possible to set it for any temperature apart from the highest (cotton).

When I returned the iron to the store, they said that they were unable to replace it or offer me a refund, but that it could be sent away for repair. As I need an iron on a daily basis, and it was not clear how long the repair would take, this option was unsatisfactory. As the iron clearly does not function as it should and therefore does not comply with the legal standards of product quality, I am therefore writing to you to ask for a full refund of the price (£35.99).



I look forward to hearing from you within the next fortnight.



Yours faithfully



Jenny Hawkins (Ms)



2. Patrick Bowles

12 Scuttle Street

Fenwick

FR1 6MN



7 April 2008

Mr D Hampton

Manager

Sunshine Blinds

20 Apollo Road

Fenwick

FR1 7TB

Dear Mr Hampton,



Fiesta blackout roller blind



I am writing to complain about the faulty installation of the above blackout blind to my bedroom window. This was fitted by Mr Brand from your company on Monday 29 March. That same evening I discovered the mechanism was not working and that it was impossible to either raise or lower the blind.



I phoned your company the following morning and Mr Brand returned 3 days later to repair the fault. However, although the blind worked for the first few days after his visit, it then jammed once more. When I phoned again on 6 April to report this fault, I was told that no one would be available to visit me for two weeks.



As I regularly work at nights and this blind is the only means of blocking out daylight, it is vital that it is functioning properly so I can sleep during the day. I therefore would appreciate it if you would ensure that someone returns to replace the blind by the end of the week.



Yours sincerely



Patrick Bowles (Dr)












3.

5 High View

Newborough

NB1 3RS

22 August 2007

Mr R T Black

Customer Services Department

Sunny Holidays

PO Box 4

Brampton

BR4 3JH



Dear Mr Black



Holiday Reference Number: CT2118M



Following our telephone conversation earlier today, I am writing to give details of my dissatisfaction with my holiday at the New Hotel, Los Christianos, Tenerife (10 to 18 August 2005) that I booked with your company for myself and my family.

My central complaint is that the hotel fell far short of the description in the brochure. We had booked two double en-suite rooms (numbers 213 and 214); although said to be four-star accommodation, the bedrooms were very cramped and the furnishings worn and dirty. In addition to this, the toilet was blocked in room 214 and the shower wasn’t working in room 213. The hotel’s grounds, described in the brochure as ‘pleasant, tranquil, and spacious’ were in fact bordered on two sides by a very busy main road, while the swimming pool was closed the entire week for repairs.

When we spoke to your representative (Tracey Mills), she promised to try to get the shower and toilet fixed but this took an unacceptably long time to happen – 3 days from when we first complained. I asked her to fill out a holiday report form detailing these issues and enclose a copy for your information, together with photos of the bedrooms and the hotel grounds.

As stated in my telephone call, I feel that we are due a full refund for this holiday as it failed to meet the description in the brochure, together with compensation to make up for the fact our holiday was ruined.

I look forward to hearing from you within the next fortnight.

Yours sincerely

Maria Johnson (Mrs)

































4.

Flat 122a

Fordham Way

Kington

KG8 6LP

6 November 2009

Mr G J Warren

18 Hurst Rise

Lower Minford

MN5 3TR



Dear Mr Warren

Essential repairs: Flat 122a Fordham Way, Kington

Further to my telephone calls on 1 and 4 November about the leaking radiator in the main bedroom, I am writing to express my concern that repair work has not yet been carried out.

As I stressed when we spoke, this leak is causing a very damp patch near to an electrical socket and as a result I have been unable to use the socket for my PC for a week. Apart from the dangerous aspects of this situation, it is also causing me much inconvenience and disrupting my studies, as I have to use the power point in the shared living room instead.

I would be grateful if you could arrange for the radiator to be fixed within the next two days.Please contact me as soon as possible to let me know when the heating engineer will arrive, so that I can be at the flat to show him the extent of the problem.

Yours sincerely

Daniel Simmons

(Available at: http://www.oxforddictionaries.com/words/letters-of-complaint)


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