Study the information given below on how to write a good Complaint Letter.
A complaint letter is a formal letter and hence, it should follow the format used for writing a formal business letter. Though you may be really angry, you should not vent your frustration by writing a five to seven page complaint letter because most times people do not have the time to read letters that run into several pages. To ensure that your letter is noticed and action is taken to solve your problem, make sure that you write a complaint letter that is concise and to the point. The length of your complaint letter should not go beyond one page.
Another thing that you should remember is that even though your letter should not be a very long one, it should include all the details about the complaint you are making. For instance, you want to complaint about the electronic mixer that you bought which showed certain problems from the first day you used it. In such a case, it is important that you include all the details about the purchase including the date on which you brought it, product number, the name of the store from where you brought it, etc. In the same way, if you want to write a complaint letter to the airlines because of some error they committed about your flight timings, making you miss your flight, you should mention the flight number, date on which you booked the ticket, the person who attended you, etc. It is also crucial to attach copies of documents regarding your complaint like the receipt, warranty card, etc. However, make sure that you attach the photocopies and not the original documents with the complaint letter.
An important factor that you have to keep in mind is that your tone of writing should be polite and courteous. Though you may be very angry about the situation, you should not be sarcastic or try to threaten the other person about it through the letter. You must remember that the person who will be reading your letter is usually not the person who is directly responsible for the problem your are facing. Hence, be polite in your letter and you will surely receive a solution for your problem. You can also give a suggestion as to how you want your problem to be solved at the end of the letter. Also, mention the time period that you are ready to wait, however see to it that it is reasonable. If you do not find any reply or phone call from the company after that period of time or after a month of sending the letter, you should send another letter of complaint to the company.
6.2 Remember that the Letter of Complaint usually includes the following stages:
1. Background This section describes the situation; e.g.:
§ I am writing to inform you that the goods we ordered from your company have not been supplied correctly.
§ I attended your exhibition Sound Systems 2010 at the Fortune Hotel (22-25 January) and found it informative and interesting. Unfortunately, my enjoyment of the event was spoiled by a number of organisational problems.
§ I am a shareholder of Sunshine Bank and I am very concerned regarding recent newspaper reports on the financial situation of the bank. Your company is listed as the auditor in the latest annual report of the bank, so I am writing to you to ask for an explanation of the following issues.
§ I am writing to inform you of my dissatisfaction with the food and drinks at the 'European Restaurant' on 18 January this year.
§ On 4 June 2010 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.
§ Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable.
§ You sent us an invoice for $10,532, but did not deduct our usual 10% discount.
§ We have found 16 spelling errors and 2 mislabelled diagrams in the sample book.
§ 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.
§ Even after spending several wasted hours trying to register in this way, the computer would not accept my application.
§ I am therefore returning the invoice to you for correction.
§ This large number of errors is unacceptable to our customers, and we are therefore unable to sell these books.
§ I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.
§ Could I please ask you to look into these matters.
§ Please send us a corrected invoice for $9,479
§ I enclose a copy of the book with the errors highlighted. Please re-print the book and send it to us by next Friday. 4. Warning (optional)
§ Otherwise, we may have to look elsewhere for our supplies.
§ I'm afraid that if these conditions are not met, we may be forced to take legal action.
§ If the outstanding fees are not paid by Monday, 21 June 2010, you will incur a 10% late payment fee.
§ I look forward to receiving your explanation of these matters.