Complaint letters

1. Letters complaining about a product or service should be written in a reasonable but firm tone.

A. Assume that the reader is willing to resolve the problem when he or she has the relevant information.

B. In the first sentence of the letter, say what you are writing about.

1. Give the dates necessary, such as the date of service, catalog date, etc.

2. Give catalog or product numbers for complaints about products.

C. In the second paragraph, describe the complaint.

1. Give appropriate dates, such as the date the product was received.

2. Give the exact nature of the complaint.

a. For services, provide the names of people who did not provide adequate service.

b. For products, give the specific flaw or problem.

c. Provide monetary amounts to indicate an economic loss.

d. Avoid language that is overly negative or derogatory.

e. Stick to the facts and be objective.

D. In the third paragraph, describe any efforts already made to solve the problem.

1. The first step in resolving a complaint is always to deal with it in person or on the phone if a face-to-face meeting is not possible.

a. Give the time called and dates for any mailings.

b. Explain how the problem has not been handled satisfactorily.

2. Continually refer to the product or service at fault.

E. In the fourth paragraph, state what you want to solve the problem.

1. Ask for a monetary resolution.

a. For a product, ask for reimbursement or replacement.

b. For a service, ask for a refund or free service credit.

c. A monetary resolution is something that can be met and has relevance to businesses.

d. Be wary about asking for someone to be fired.

2. Provide information so that you can be contacted.

a. Give your phone number and email address.

b. Provide a fax number if such is relevant.

F. Never threaten legal action until you have exhausted all other options.

1. You must pay a lawyer.

2. Courts cost money.

G. Some companies have a complaint procedure.

1. Follow the procedure if it’s available.

2. You may want them to mail or fax the procedure.

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