LETTERS OF COMPLAINT

LETTERS OF COMPLAINT

Introduction

Paragraph 1 - reason for writing

Main Body

Paragraphs 2-3 - complaint(s) and justification

Conclusion

Final Paragraph - suggested action to be taken, Closing remarks

Full name

- Letter of complaint is normally written in a formal style.

- Letters should start with an appropriate greeting (e.g. Dear Sir, Dear Brown, etc)

- Mild or strong language can be used depending on the feelings of the writer or the seriousness of the complaint, but abusive language must never be used

- You should state the reason for the complaint in the first paragraph

- Start a new paragraph for each different aspect of the topic

- Any complaints you make should be supported with a justification

- Complaints and justification can be linked with appropriate linking words and phrases

Useful language for Letters of Complaint

Opening Remarks:

- I am writing to complain about/regarding/on account of/because of/on the subject of...

- I am writing to draw your attention to...

- I am writing in connection with...

- I am writing to express my strong dissatisfaction with...

- I am afraid to say I have numbers of complaints about...

- I am sorry to say that I was very disappointed with...

- I was appalled at...

- I feel I must protest/complain about...

Useful phrases:

- We ought to discuss the matter...

- To make matters worse...

- I was very disappointed to find that...

- I would be grateful if you could...

- I should have been informed that...

- The first problem was... Another problem was... The most visible problem...

- I hope you will understand that I was very dissatisfied...

- I believe you can appreciate how disappointed I was when...

Linking words:

- Even though, however, furthermore, firstly, finally etc.

Closing Remarks:

- I would like to hear your explanation for the above problems...

- I would therefore be grateful if you could give me a full refund...

- I would like a full refund as soon as possible...

- I would like to have all or part of my money refunded...

- I am not satisfied with...

- I hope/assume you will replace...

- I trust the situation will improve...

- I hope the matter will be resolved...

- I hope we can sort this matter out amicably

- I look forward to hearing from you in your earliest convenience to offer me a complete refund

- I feel I am entitled to a partial refund in addition to an apology for the inconvenience caused

- I insist you replace the item at once...

- I demand a full refund...

- I hope that I will not be forced to take further action

- I look forward to hearing your early reply

- I look forward to receiving a prompt reply

Example of Complaint Letter

Dear Mr Thompsen,

I recently received a letter from a Mr Robinson, a valued customer of ours. He purchased an Italian coffee table and four French dining-room chairs from us which your company delivered to his residence.

He has written to complain that the purchases arrived damaged. We pride ourselves in the quality of our products and would like an explanation as to how this mishap occurred. Even though the items are insured, our reputation is at stake.

I would be most grateful if you would reply as soon as possible so that this matter can be resolved to everyone's satisfaction.

Sincerely

Jackie Middleton

Customer Services Manager