(use letterheaded paper showing home/business address and phone number)
name and address (of customer service department)
date
Dear Sir or Madam (or name)
heading with relevant reference numbers (e.g. Faulty (xyz) product)
(Optional, especially if writing to a named person) ask for the person's help, eg "I'd really appreciate your help with this."
State facts of situation, including dates, names, reference numbers, but keep this very concise and brief (append details, history, photocopies if applicable, for example if the situation is very complex and has a long history). (e.g. I'm afraid that the enclosed (xyz) product doesn't work. It is the third one I've had to return this month (see attached correspondence). I bought it from ABC stores at Newtown, Big County on (date). I was careful to follow the instructions for use, honestly.)
(Optional, and normally worth including) state some positive things about your normal experience with the organization concerned, for example: that you've no wish to go elsewhere and hope that a solution can be found; compliment any of their people who have given good service; compliment their products and say that normally you are very happy with things. (e.g. Other than the three I've had to return recently, I've always found your products to be excellent.)
State your suggested solution. If the situation and solution is complex, state also that you'll be as flexible as you can to come to an agreed way forward. (e.g. I'd be grateful if you could send a replacement and refund my postage (state amount)).
State that you look forward to hearing from them soon and that you appreciate their help. (e.g. I really appreciate your help. )
Yours faithfully (if not sent to a named person) or sincerely (if sent to a named person)
Your signature
Your printed name (and title/position if applicable)
c.c. (plus names and organizations, if copying the letter to anyone)
enc. (if enclosing something, such as packaging or attachments
Sample Complaint Letter
Fortune Goods
317 Orchard Road
Los Angeles
13 November 2009
Attn: Mr David Choi
Sales Manager
Everlong Batteries
171 Choi Hung Road
Hung Hom
Hong Kong
Re. Order No. 768197
Dear Mr Choi:
I am writing to inform you that the goods we ordered from your company have not been supplied correctly.
On 6 November 2009 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries.
This error put our firm in a difficult position, as we had to make some emergency purchases to fulfil our commitments to all our customers. This caused us considerable inconvenience.
I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again. Otherwise, we may have to look elsewhere for our supplies.
I look forward to hearing from you by return.
Yours sincerely
J. Brown
J. Brown
Purchasing Officer
Summary
Writing a Complaint Letter…
· include your name, address, and home and work phone numbers.
· type your letter if possible. If it is handwritten, make sure it is neat and easy to read.
· make your letter brief and to the point. Include all important facts about your purchase, including the date and place where you made the purchase and any information you can give about the product or service such as serial or model numbers or specific type of service.
· remember, don't attempt to put every detail into the letter. Keep the letter concise, short and simple; use attachments, photocopies of previous correspondence, reports, etc., to provide the background. State exactly what you want done about the problem and how long you are willing to wait to get it resolved. Be reasonable.
· include all documents regarding your problem. Be sure to send COPIES, not originals.
· avoid writing an angry, sarcastic, or threatening letter. The person reading your letter probably was not responsible for your problem but may be very helpful in resolving it.
