1. Complaint Letters

2. Purpose To inform a company/person of your dissatisfaction
To request a remedy to a problem

3. Tone Tone is the attitude you take with your audience.
Complaints should NEVER be angry, frustrated or argumentative
You may need to wait a day to write the letter if you need time to cool down
You catch more bees with honey than vinegar
You’ll only get what you want if you’re nice about it.

4. When to write Consumer products Services
Products damaged when delivered, product misrepresented by advertising, missing parts, defective materials, etc
Services
Incomplete service, rudeness, poor workmanship, negligent treatment

5. Who to Write to?
Write to whomever can fix the problem, or would be responsible for reprimanding those who gave you poor service
Customer Relations Department
If big company
Managers
Owners

6. What to include? The facts– 5 W’s Ask for what you want–
WHO was involved
WHAT exactly happened
WHERE the issue occurred
WHEN the issue occurred
WHY you are unhappy
Ask for what you want–
Be reasonable
A refund, replacement, or an apology are all acceptable

7. Format Intro Paragraph
Introduce yourself and your relationship with company
Summarize issue

8. Format Body Paragraph Detail the events of the complaint.
Include as many dates/times as possible.
Be descriptive, but brief.
Provide supporting evidence
Send copies of your original receipt, warranty, or canceled check.
Take and send pictures of the damaged item, or if the item is small enough, include the item in the mail.
Include the list of what is sent under your signature, along with the title “Enclosures:”

9. Format Closing Paragraph
Request remedy that you feel is appropriate for the situation.
End on a positive note about the future.

10. Sample