Letter Writing Skills - Writing A Letter of Complaint

When you need to write a complaint letter clearly summarize the problem you have experienced. "I am writing to inform you about..."

Include all the information that is directly related to the problem such as:

  • Complete names of individuals involved. "I spoke to Jim Burns, the sales representative as well as..."
  • Addresses if pertinent. "I went to your branch store located at 135 Brown Ave."
  • Phone numbers or other contact information.
  • A full description of the product or service in question
  • The dates (and times) when events occurred. "On July 2 at 4pm I spoke to your Returns clerk."
  • Any amounts in question
  • The method of payment. "I paid for the item in cash in the amount of $350.00"
  • Any previous correspondence on this same topic. "I am enclosing a copy of a letter in which your Sales Department indicated that I would receive a cash rebate for the item."

Never include the original document in your letter. Instead, attach photocopies of any related:

  • Invoices
  • Receipts
  • Canceled checks
  • Order forms
  • Authorizations
  • Documents that are a formal record of how a particular transaction took place.

Be sure to Include enough detail so a previously uninvolved reader can understand what has happened, but do avoid including too much extra detail that can obscure the real issues.

State the facts of your complaint in an organized, easy-to-follow format. A bulleted list is an effective way to give specifics if a number of events took place. Here is an example by date:

  • On March 5, 2008 I called Bob Smith and left a message asking him to call me back.
  • On March 15, 2008 I followed up because I had not heard from Mr. Smith
  • On March 20, 2008, I sent a registered letter to your firm. A copy of it is attached.

Decide what specific action you want and firmly stick with it. It is helpful to give a realistic timeframe in which you would expect a satisfactory resolution. You can see this in our sample letter.

Your letter should state the facts without being emotional. Even though you may be rightfully upset, anger can get in the way of the solution. Use a confident tone and suggest a reasonable course of action. Avoid aggressive or sarcastic statements. Assume the reader of your communication will give you a fair deal until he or she proves otherwise.

If follow-up letters become necessary to gain the organization's cooperation, you can then become stronger in stating your next course of action while maintaining an objective tone.

Next: Sample Letter of Complaint

 

 



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