2A complaint letter is written to complain about the wrong doings, bad state of affairs, errors, etc., to the authorities.
3Effective complaint letters (and any other way of complaining) should be: ConciseAuthoritativeFactualConstructiveFriendly
4Write concise lettersStructuring the letter is important. Think in terms of the acronym AIDA - attention, interest, desire, action. This is the fundamental process of persuasion.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.
5Then 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.
6Even 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
7Authoritative complaint letters have credibility and carry more weight Professional presentation, good grammar and spelling, firmness and clarity, language and tone can all help to establish your credibility - that you can be trusted and believed, that you know your facts, and that you probably have a point.
8Complaint letters must include all the facts But be brief and concise. Mention just the key facts, especially dates and reference numbers.
9constructive letters and suggestions make complaints easier to resolve Accentuate the positive wherever possible.Be different by being positive and constructive.State the facts and then suggest what needs to be done to resolve matters – it helps to be seen as a positive and constructive customer rather than a negative and critical one
10Write letters with a friendly and complimentary tone This is perhaps the most important rule of all when complaining. Be kind to people and they will be kind to you. Ask for their help – it's really so simple – and they will want to help you.
11Complain by phone - or write a letter of complaint? Obviously if a situation needs resolving urgently you must phone, but phoning to complain in this way is rarely a good idea. This is because:
12Heat of the moment' complaints almost always produce confrontation, emotion, and misunderstanding. For organizations to handle complaints properly they need to be able to deal with facts and written records.You will need a your own record of the complaint to establish accountability, responsibility, that you have actually complained, when you complained, and to whom.Writing a letter helps you to calm down and do things properly.
13complaint letter template name and address (eg., for the customer services department, or CEO)dateDear Sir or Madam (or name)heading with relevant reference numbers (if applicable)(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 briefState your suggested solution.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.State that you look forward to hearing from them soon and that you appreciate their help.Yours faithfully (if not sent to a named person) or sincerely (if sent to a named person)Your signatureYour 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)
14complaint letter example - faulty product name and address (of customer service department)dateDear SirsFaulty (xyz) productI'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.Other than the three I've had to return recently, I've always found your products to be excellent.I'd be grateful if you could send a replacement and refund my postage (state amount).I really appreciate your help.Yours faithfullysignatureJ Smith (Mrs)