When do we write a letter of
complaint?
Writing a letter of complaint is something most people have to do
at some point in their lives.
Whether you are dissatisfied with a company's product or service,
it is usually possible to resolve the issue in a mutually beneficial
way, through a firm but polite letter of complaint.
Writing a complaint letter should
not be complicated or scary - all
you need to do is clearly state the
facts and politely request a
resolution.
Letters of complaint usually include the following stages:
Background
Problem (cause and effect)
Solution
Warning
Closing
Background
This section describes the situation; e.g.
I am writing to inform you that the goods we ordered from your company have
not been supplied correctly.
I attended your exhibition Fashion 2020 at the Red Rock Hotel (22-25 August)
and found it attractive and interesting. Unfortunately, my enjoyment of the
event was spoiled by a number of organizational problems.
I am a shareholder of City Bank and I am very concerned regarding recent
newspaper reports on the financial situation of the bank. Your company is listed
as the auditor in the latest annual report of the bank, so I am writing to you
to ask for an explanation of the following issues.
I am writing to inform you of my dissatisfaction with the food and drinks at
the ‘Chinese Restaurant' on 15 June this year.
Problem
1 On 14 August 2013 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.
2 Firstly, I had difficulty in registering to attend the event. You set up an on-line
registration facility, but I found the facility totally unworkable.
3 You sent us an invoice for $10,532, but did not deduct our usual 10% discount.
Effect
1 This error put our firm in a difficult position, as we had to make some
emergency purchases to fulfill our commitments to all our customers. This caused
us considerable inconvenience.
2 Even after spending several wasted hours trying to register in this way, the
computer would not accept my application.
3 I am therefore returning the invoice to you for correction.
Solution
I am writing to ask you to please make up the shortfall immediately and to
ensure that such errors do not happen again.
Could I please ask you to look into these matters.
Please send us a corrected invoice for $9,479
Warning
Otherwise, we may have to look elsewhere for our supplies.
I'm afraid that if these conditions are not met, we may be forced to take legal
action.
If the outstanding fees are not paid by Monday, 2 September 2013, you will
incur a 10% late payment fee.
Closing
I look forward to receiving your explanation of these matters.
I look forward to receiving your payment.
Look forward to hearing from you shortly.
It is important to
remember:
Politeness
The tone of complaint letters should not be aggressive or insulting, as this would
annoy the reader and not encourage them to solve the problem. In addition,
questions such as 'Why can't you get this right?' should not be included.
Content
The content should contain enough details so that the receiver does not have to
write back requesting more.
Legal action is not normally threatened in the first letter of complaint, unless
the situation is very serious.
Effective Complaint Letters Should Be:
concise Concise letters can be understood quickly.
Letters that are well written and professionally presented -
authoritative have more credibility and are taken more seriously.
Factual letters enable the reader to see immediately the
factual relevant details, dates, requirements, etc., and to justify
action to resolve the complaint.
Constructive letters - with positive statements, suggesting
constructive positive actions - encourage action and quicker decisions.
Friendly letters - with a considerate, cooperative and
friendly complimentary tone - are prioritised because the reader
responds positively to the writer and wants to help.
Useful Vocabulary
1 apology - an expression of regret at having caused trouble for someone
2 below standard - of minor value, substandard
3 compensation - something to make up for loss or damage
4 complain - to express negative feelings, especially of dissatisfaction
5 complain in writing - to express dissatisfaction in written form
6 complaint - an expression of dissatisfaction or a circumstance regarded as a cause for
such expression
7 complaints procedure - a particular course of action intended to achieve a result, here
to complain
8 crushed - broken into small fragments
9 damage - the occurrence of a change for the worse
10
10 damaged - broken, not working
Useful Vocabulary
11
11 defective - broken, not working / syn. faulty, recalled (taken off the market)
12
12 delay - to act or move slowly; put off an action or a decision
13
13 delayed - caused to be later or slower than expected or desired
14
14 destroyed - broken down, damaged irreparably
15
15 disappeared - vanished, got lost
16
16 disappointed - frustrating one's hopes or expectations
17
17 discover - detect or determine the existence, presence, or fact
18
18 dissatisfied - discontented, unhappy, displeased
19
19 handle a complaint - deal with a complaint
20
20 imperfect - having a defect or defects
Useful Vocabulary
21
21 inconvenience - the quality of not being useful or convenient
22
22 not yet arrived - not yet came to a particular place, not yet reached a destination
23
23 perishable goods - goods which are subject to spoilage or destruction
24
24
proof or evidence - something visible or evident that gives grounds for believing in the
existence or presence of something else
25
25 refuse to pay - to be unwilling to pay
26
26 regret something - feel sorry for something
27
27 replacement - a thing that takes or can take the place of another, substitution
28
28 take legal action - to sue someone, to proceed against, take legal steps
29
29 undelivered - not brought or transported to the proper place or recipient
30
30 unusable - that cannot be used
Some Useful Phrases
1
1 I am writing to complain about…
2
2 I am writing to express my concern about the fact that…
3
3 I wish to complain in the strongest terms about…
4
4 I am writing to express my strong dissatisfaction with …
5
5 We were extremely disappointed with …
6
6 I am writing to inform you of…
7
7 Poor standard of service/slow service
8
8 No accommodation/Travel delays/Rather rude staff
9
9 To claim/demand for a refund
10
10 Defective/faulty goods/defective item/machine
Some Useful Phrases
11
11 The… may need replacing
12
12 I am enclosing the broken radio in this package; please send me a replacement..
13
13 I am asking for/I wish to get a replacement
14
14
I do not usually complain, but, as an old customer, I am sure you will be interested in
my comments.
15
15 We look forward to dealing with this matter without delay.
16
16 I feel that your company should consider an appropriate refund.
17
17 I would be grateful if you send me a complete refund as soon as possible.
18
18 Will you please look into this matter and let us know the reason for …
19
19 I am returning the damaged goods/items… and shall be glad if you replace them.
20
20 Thank you for your cooperation in correcting this detail…
