• Why do we do / write letter of complaint ?

1. dissatisfied with a product

2. disappointed with the outcome of a service
3. have a problem with a company or organisation
4. can be used for the purpose of having products replaced or money refunded
• Expressions/ phases that normally use n letter of -

Useful expressions for writing a complaint letter

I am writing to express my strong

dissatisfaction with …
I am writing to complain about …
We were extremely disappointed with …
… was not what we had been led to expect
The … was so bad that …
It was not up to standard
It didn’t work / was out of use
We were appalled to find …
We were thoroughly disgusted with …
I am not going to

• accept
• putup with this.
• let this go.
I should like to know what

• you intend
• youare going to do about this.
Your attitude is

• deceitful.
• negligent.
I don’t see why you …
It’s high time you did something …
We expect

• a letter of explanation
• a substantial refund
Unless …, we shall take matters further
I should warn you that …
 • How to write – format

(use letterheaded paper showing home/business address and phone number)

name and address (for example to a service manager)
date
Dear (name)
Outstanding service problem - contract ref (number)
I really need your help with this.
Your engineer (name if appropriate) called for the third time in the past ten days to repair our
(machine and model) at the above address, and I am still without a working machine.
He was unable to carry out the repair once more because the spare part (type/description/ref)
was again not compatible. (I attach copies of the service visit reports.)
Your engineers have been excellent as always, but without the correct parts they can't do the
job required.
Can I ask that you look into this to ensure that the next service visit, arranged for (date),
resolves the matter.
Please telephone me to let me know how you'd like to deal with this.
When the matter is resolved I'd be grateful for a suitable refund of some of my service
contract costs.
I greatly appreciate your help.
Yours sincerely
signature
J Smith (Mrs)
Enc.
Format of a letter of complaint

• Introduction: Reason for writing. Exact details of holiday (time, place,

etc.) [explain the situation]

• Development: Details of problems. Deal with each major problem in a

new paragraph. [complain, express your dissatisfaction]

• Conclusion: What you expect from the company. [ask that something
 be done]

How to write a complaint letter

1. Keep in mind that most errors are unintentional

and realize that most businesses and organizations want to address and clear up
complaints quickly in order to have satisfied customers or members.

2. Be brief
Keep your complaint letter to one page, and write short paragraphs rather than
long ones

3. Be honest and straightforward

Include sufficient detail to back up your claim and to show that you have
thoroughly researched the subject. However, omit irrelevant details.

4. Maintain a firm but respectful tone, and avoid aggressive, accusing language
Keep your complaint letter concise and professional

5. Send only photocopies of receipts and other documents, and retain all
originals
Keep a copy of the complaint letter for your records

6. Get other signatures

In many cases, you can increase the effectiveness of your letter by getting several
others to sign it with you. This is particularly the case when trying to influence or
change legislation, denouncing material from the media, and so forth.

7. Do not threaten!
If a company has repeatedly given you bad service and refuses to correct the
situation and you feel that your only recourse is to pursue legal action, voice your
feelings in a tactful but firm way. However, don't threaten legal action unless you
are willing to follow through with it.

8. Avoid making generalizations

about the company or organization if your complaint letter focuses on a single
individual.

9. Use tact, and be direct, but respectful

 If you need to make a complaint to or about people that you will still have contact
with on a regular basis, your complaint needs to accomplish its purpose without
destroying the relationship.

10. Include your contact information

Include your name, address, phone number, and e-mail address, if desired, so that
the person(s) can reach you to discuss any questions or concerns.

If a first letter does not bring action, assume a stronger but still respectful tone in
the next one. If two or three letters do not resolve the problem, send one to the
president or CEO of the company or entity. In each case, be firm but polite.

Complaint letters can be a very effective way of making your voice heard.
8 Tips for Writing Complaint Letters
• Before writing the letter, make sure that you have the facts straight and that your
complaint is legitimate.
• Type your letter if possible. Use a spellchecker, or have someone proofread your letter.
If it is handwritten, make sure it is neat and easy to read.
• Generally keep your letter short and concise. Write short paragraphs, and almost
always keep your letter to one page. However, do include all important facts. Include
important dates or places (for example, when and where you bought the product or
received the service), and include any additional relevant information you can (such as
the product number or type of service).

• While writing your letter, remain diplomatic and courteous at all times. No matter how
justified your complaint may be, do not allow your letter to become angry, sarcastic, or
threatening. Keep in mind that the person that reads your letter will often not be the
person responsible for the problem.
• Try to put yourself in the other person's place, and write your letter accordingly.
• Include copies of any documentation relating to your complaint. Do not send original
documents.
• Keep a copy of the complaint letter for your records.
• If your complaint letter does not bring about the results that you hoped for, consider
writing another letter with a firmer tone, or try writing to someone higher up in the
chain of command.
 • Sample of complaint letter.

25 Finch Avenue
Marlborough
Leeds
LS20 2JT

0113 4328 432

15 June 2009
Mr. Steven Foster
Foster’s Master Builders Ltd
21 Lodge Lane
Sheffield
S31 3ES

Dear Mr. Foster

BUNGALOW AT 1 CRESCENT ROAD, MARLBOROUGH, LEEDS

I signed the contract for the building of this property in September 1999. At that
time you estimated that the work would be completed and the bungalow ready
for occupation in about 8 months’ time. That was 9 months ago and the work is
still only half finished.

The delay is causing a great deal of inconvenience not only to me but also to the
buyer of my present home. Obviously I cannot transfer until the bungalow at
Crescent Road is finished.

I hope you can proceed with this work without any further delay. Please let me
know when you expect it to be finished.

Yours sincerely

RON MARSHALL

Reply of Complaint letter.

Foster’s Master Builders Ltd

21 Lodge Lane
Sheffield
S31 3ES

Tel: 0114 2872222

GH/ST
17 June 2009
Mr. Ron Marshall
25 Finch Avenue
Marlborough
Leeds
LS20 2JT

Dear Mr. Marshall

BUNGALOW AT 1 CRESCENT ROAD, MARLBOROUGH, LEEDS

Thank you for your letter of 15 June. I am sorry that the estimated period for
completion of your bungalow has already been exceeded. I realize how much
inconvenience this delay must be causing you.

I would, however, ask you to remember we have had exceptionally severe winter.
This made work on the site extremely difficult during several periods of heavy
snow. Secondly, there was a nationwide shortage of building materials earlier this
year, from which the trade is only now recovering. Had it not been for these two
unforeseen difficulties, the estimated completion period of 8 months should have
been met.

Fortunately the weather has improved a lot in recent weeks and as such work on
your bungalow is now proceeding smoothly. Unless there are any other
unforeseen delays I can safely guarantee that the bungalow will be ready for you
by the end of August.

Please do not hesitate to telephone me if you have any further questions.

Yours sincerely

STEVEN FOSTER
Manager