1. Complaint, claim and Adjustment Letters

2. To err is human, to forgive is divine. ----Pope

3. Types complaint letters: show your dissatisfaction Claim letters: request compensation for problems with purchases or services adjustment letters: the responses to the above letters.

4. complaint n. lodge a complaint of/about sth. against/with sb. v. Vt: Complain that Vi: Complain of/about sth to sb.

5. claim make /register/ file /lodge /raise /put in/ bring up a (one‘s) claim Make a claim with /against/on sb. for /on/ on account of sth. Given the self-evident inferior quality of your shipment, we have no choice but to make a claim on you on account of damage.

6. I want to settle our claim on you for the 100 tons of bleached cotton waste, as per Sales Confirmation No. 1254E. But we regret our inability to accommodate/entertain your claim. withdraw the claim. waive a claim claim for indemnity/ claim indemnity claim for compensation

7. claimee 被索赔人 claimant 索赔人 claimsman 损失赔偿结算人 claims assessor 估损人 claims settling agent 理赔代理人 claims surveying agent 理赔检验代理人 claim letter 索赔书 claims documents 索赔单据 claim report 索赔报告 claims statement 索赔清单 claims settling fee 理赔代理费

8. Re: Wrong delivery of Case No.23 against Order No.F2436 Since we found the wrong delivery, we have approached you repeatedly for an amicable settlement. Much to our regret, we have received no reply from you so far. While making this order, we stressed the utmost importance of punctual shipment so as to fulfil our previous commitment obtained from our biggest client. You have put us in a very awkward situation. As the deadline has been long overdue, we have no alternative but to arrange new replacements from other sources and hold Case No.23 at your disposal.

9. It is explicitly stipulated in the Contract No…. That any difference between the contractual value and the amount for the new purchase should be on your account as well as any relative damage caused by your fault. Enclosed please find the survey report and the statement of claim. We sincerely hope you pay due attention to this matter as otherwise we shall be compelled to make a lawsuit, which is definitely not to our liking as to you. We await our early reply.

10. Letters of complaint usually include the following stages: 1. Reply to previous letter, or 2. Problem caused 3. Solution 4. Warning (optional) 5. Closing

11. situation Goods arrived yesterday and short- supplied(only 1,200 ） Original order: 14 May,2009 for 12,000 ultra long-life batteries We have commitments with customers.

12. Dear Mr Choi Re. Order No. 768197 I am writing to inform you that the goods we ordered from your company have not been supplied correctly. On 14 May 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. Wong

13. How to write insurance claim Begin-indicating u are making an insurance claim. State the policy number, if applicable. specific circumstances or details with relevant facts. Indicate the amount claimed Refer to any documents included : claim forms, repair estimates, warranty, or records or receipts. documents when to receive a reply with contact information thank the reader for his/her help

14. Ask if there is any other information or documents or forms that you need to send. If you are using some of the enclosed documents as evidence to substantiate your claim, specifically mention the content of the documents and illustrate how they support your claim.

15. situation Refer to letter 3 Send you insurance claim to the insurance agent of the PICC at your end Insurance policy No.234, against A.R. and Rain Damage for 150% of the invoice value at premium rate of 1.5%. Documents included:insurance policy, claims statement, survey report, clean B/L etc.

16. We are writing to make an insurance claim for the spoiled part of the Cotton Piece goods under the order No.216. As stated in the survey report attached, 30% of the goods in question,arrived on … with the Clean B/L, suffered from rain damage which must have taken place in transit. Since there in no evidence against the forwarder, we can only rely on you.

17. For your reference, you may review the insurance policy no. 234 and find that the goods in question are covered against A.R. and Rain Damage for 150% of the invoice value. Therefore, we claim for a sum of $…to be remitted to … along with relative documents: Clean B/L, survey report, a statement of claim etc. we are desperate for your early settlement with great appreciation in heart.

18. Find positive ways to express bad news

19. Problem: Because of the amount of information you request in your letter, simply cannot help you without seriously disrupting my work schedule. I can only answer a few of them. Revision: In your letter you ask for a good amount of information which I would like to help you locate. However, because of my work commitments, however, I am able to answer a few of the questions....

20. Problem: If you do not complete and return this advertisement contract by July 1, 19XX, you will not receive your advertising space in this year's Capitol Lines. If we have not heard from you by this deadline, we will sell you your advertisement space to some other client. Revision: Please complete the enclosed contract and return it to us by July 1, 19XX. After this deadline, we will begin selling any unrenewed advertisement space in this year's Capitol Lines, so I hope we hear from you before then.

21. Dear Sir, Model 23-T Alarm System We purchased the above system from you in Feb.,2005. Over the last year we have had excellent services from the equipments, but recently several sensors have failed to function at temperature exceeding 30 Celsius. We are therefore writing to ask you to accept return of them and replace them by well-conditioned ones. Yours faithfully

22. situation Agatha Covey,a retail customer, writes to the wholesaler asking to return 38 gallons of paint. She contends that one customer returned two gallons of Brand A-1 paint and,suspicious, asks permission to return the unsold paint. The request is denied.

23. Dear Mrs. Coney, I appreciate your letter in which you ask for permission to return 38 gallons of A-1 paint. You indicate that one customer was not satisfied with this paint,and you are afraid others will feel the same way. Actually, Mrs. Covey, Brand A-1 has been a very successful product for us, and our other retail customers have reported highly satisfactory experience with this excellent paint. I honestly believe that a single customer’s unhappiness with A-1 is not conclusive, and I must deny you request to return the unsold paint to us.

24. My mind is not closed, however. If we find other customers unhappy with their purchase of Brand A- 1, that places the matter in an entirely different light. Let’s keep in touch and see what happens. OK? Cordially yours

25. I have got your letter of …in which you ask for permission to return Model 23 T Alarm System. You indicate that several sensors have failed to function at temperature exceeding 30 Celsius. I appreciate the inconvenience caused. However if you review the original contract No…, you will notice the warranty period is only one year for spare parts. Since the system has been in operation for over a year, I am apparently not liable for the damage. In view of our friendly relations, I am glad to help you by sending new sensors at a VIP price.

26. I am regretful to learn from your letter of …that you ask for permission to return Model 23 T Alarm System for several sensors have failed to function at high temperature. I appreciate the inconvenience caused. However it is premature to conclude that the failure is due to the inferior quality as no survey report issued by … has been submitted to justify your claim. My mind is not closed, however. If the causality is firmly established (rather than a mere presumption), that places the matter in an entirely different light. Let’s keep in touch and see what happens. OK? Cordially yours