Complaint Letters
A complaint letter requests some sort of compensation for defective or damaged merchandise or for inadequate or delayed services. While many complaints can be made in person, some circumstances require formal business letters. The complaint may be so complex that a phone call may not effectively resolve the problem; or the writer may prefer the permanence, formality, and seriousness of a business letter. The essential rule in writing a complaint letter is to maintain your poise and diplomacy, no matter how justified your gripe is. Avoid making the recipient an adversary.
1. In the letter, identify early the reason you are writing — to register a complaint and to ask for some kind of compensation. Avoid leaping into the details of the problem in the first sentence.
2. State exactly what compensation you desire, either before or after the discussion of the problem or the reasons for granting the compensation. (It may be more tactful and less antagonizing to delay this statement in some cases).
3. Provide a fully detailed narrative or description of the problem. This is the "evidence."
4. Explain why your request should be granted. Presenting the evidence is not enough: state the reasons why this evidence indicates your requested should be granted.
5. Suggest why it is in the recipient's best interest to grant your request: appeal to the recipient's sense of fairness, desire for continued business, but don't threaten. Find some way to view the problem as an honest mistake. Don't imply that the recipient deliberately committed the error or that the company has no concern for the customer. Toward the end of the letter, express confidence that the recipient will grant your request.
An effective complaint letter is short and to the point and includes documentation. Written correctly it can also help make your voice heard and achieve your goals.
write concise letters
We all receive too many communications these days, especially letters. People in complaints departments receive more letters than most, and cannot read every letter fully. The only letters that are read fully are the most concise, clear, compact letters. Letters that ramble or are vague will not be read properly. So it's simple - to be acted upon, first your letter must be read. To be read your letter must be concise. A concise letter of complaint must make its main point in less than five seconds. The complaint letter may subsequently take a few more seconds to explain the situation, but first the main point must be understood in a few seconds.
Structuring the letter is important. Think in terms of the acronym AIDA - attention, interest, desire, action. This is the fundamental process of persuasion. It's been used by the selling profession for fifty years or more. It applies to letters of complaints too, which after all, are letters of persuasion. The complaint letter attempts to persuade the reader to take action.
Structure your letter so that you include a heading - which identifies the issue and name of product, service, person, location, with code or reference number if applicable. Then state the simple facts, with relevant dates and details. Next state what you'd like to happen - a positive request for the reader to react to.Include also, (as a sign-off point is usually best), something complimentary about the organization and/or its products, service, or people. For example:
"I've long been a user of your products/services and up until now have always regarded you are an excellent supplier/organization. I have every faith therefore that you will do what you can to rectify this situation."
Even if you are very angry, it's always important to make a positive, complimentary comment. It will make the reader and the organization more inclined to 'want' to help you. More about this below.
If the situation is very complex with a lot of history, it's a good idea to keep the letter itself very short and concise, and then append or attach the details, in whatever format is appropriate (photocopies, written notes, explanation, etc). This enables the reader of the letter to understand the main point of the complaint, and then to process it, without having to read twenty pages of history and detail.
The main point is, do not bury your main points in a long letter about the problem. Make your main points first in a short letter, and attach the details.
How to write a complaint letter that gets results
Keep in mind that most errors are unintentional
and realize that most businesses and organizations want to address and clear up complaints quickly in order to have satisfied customers or members.
Address your letter to a specific person
Letters addressed to "Dear Sir" or "To Whom it May Concern" are not as effective and will likely not reach the right person. Call ahead and ask for the name of the manager and his or her administrative assistant. Writing to the assistant may ensure your letter reaches the manager.
Begin your letter on a positive tone
Consider how you'd react if an angry customer approaches you and shouts obscenities versus someone who smiles who begins the conversion with compliments.
Be brief
Keep your complaint letter to one page, and write short paragraphs rather than long ones.
Be honest and straightforward
Include sufficient detail to back up your claim and to show that you have thoroughly researched the subject. However, omit irrelevant details.
Maintain a firm but respectful tone, and avoid aggressive, accusing language
Keep your complaint letter concise and professional.
Send only photocopies of receipts and other documents, and retain all originals
Keep a copy of the complaint letter for your records.
Get other signatures
In many cases, you can increase the effectiveness of your letter by getting several others to sign it with you. This is particularly the case when trying to influence or change legislation, denouncing material from the media, and so forth.
Do not threaten!
If a company has repeatedly given you bad service and refuses to correct the situation and you feel that your only recourse is to pursue legal action, voice your feelings in a tactful but firm way. However, don't threaten legal action unless you are willing to follow through with it.
Avoid making generalizations
about the company or organization if your complaint letter focuses on a single individual.
Use tact, and be direct, but respectful
If you need to make a complaint to or about people that you will still have contact with on a regular basis, your complaint needs to accomplish its purpose without destroying the relationship.
Include your contact information
Include your name, address, phone number, and e-mail address, if desired, so that the person(s) can reach you to discuss any questions or concerns.
If a first letter does not bring action, assume a stronger but still respectful tone in the next one.
If two or three letters do not resolve the problem, send one to the president or CEO of the company or entity. In each case, be firm but polite.
With a well-written complaint letter you can:
· Clearly make your complaint to the person(s) involved.
· State plainly and directly your reason(s) for making the complaint.
· Indicate what the reader can or should do to address your complaint, and specify how long you are willing to wait to have your complaint resolved. (Be reasonable.)
· Communicate clearly, but respectfully, that you are dissatisfied with the service you have received.
· Explain why your suggestion or request for retribution should be granted (if you made one).
· Make your concerns known to politicians and bureaucrats. (Note: Your letter is more likely to be answered if you discuss specific concerns rather than political issues.)
Get the right words for your letters in three easy steps:
- Choose from a variety of prewritten complaint letters that cover many common situations. Copy your letter directly into Microsoft Word or your favorite word processor.
- Or let our software guide you step-by-step through the writing process, suggesting sample phrases and sentences for each writing step. In minutes, you can write an effective complaint letter.
- Print your complaint letter and send it!
