Writing: Letter of complaint (formal)
Heading and conclusion of the letter are the same as in every formal letter. How to assemble formal letters is described in a corresponding post. So, I’d like to make here an outline of the main part.
Plan of the main part of the letter
- Give your reason for writing in the first paragraph. State what you bought or what work you had done, when, where and by whom.
- On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model number or service performed) at (location and other important details of the transaction).
- I am writing to complaint about […] which I ordered from your catalogue. I was very disappointed when it arrived.
- State the problem you have with the product, the work or the service and why you have this problem. Give as many relevant details as you can. It is a good idea to write what happened in time order. If there are more than one problem, break description of them into corresponding paragraphs.
- Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). I am disappointed because (explain the problem: for example, the product does not work properly, the service was not performed correctly, I was billed the wrong amount, something was not disclosed clearly or was misrepresented, etc.).
- I am disappointed because your [product, service, billing etc.] has [not performed as it should, was wrong etc] because [state the problem as you understand it giving as much detail as possible].
- To begin with, you said the game would arrive promptly but I had to wait three weeks. …
- I discovered another problem when the game arrived.
- The problems do not stop here… Furthermore…
- State what action you have already taken to resolve your complaint.
- To resolve this complaint, I have [actions you have already taken; be sure to include dates and contact information for anyone you have already spoken to about your concern]
- State what action you want taken to resolve your complaint.
- To resolve the problem, I would appreciate it if you could (state the specific action you want-money back, charge card credit, repair, exchange, etc.). Enclosed are copies of my records (include copies of receipts, guarantees, warranties, canceled checks, contracts, model and serial numbers, and any other documents).
- I would appreciate your help in resolving this problem and am asking that you [explain what you would like to see done]
- Include copies of any relevant documentation (eg. receipts, warranties, letters you have written or received about this issue, guarantees, contacts, related account statements, trade confirmations). List what you are including. Don’t send originals - keep those yourself.
- Enclosed are copies of …
- Give a precise but reasonable time-frame for that action to be taken, e.g. 10 working days.
- I look forward to your reply and will wait for ten business days before seeking help from another source.
- Include details of when and how you may be contacted.
- I look forward to your reply and a resolution to my problem, and will wait until (set a time limit) before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone at (home and/or office numbers with area code).
- Please write me at the above address or call me. My phone number during the day is [###-##-##] and I can be reached during the evening at [###-##-##].
- I look forward to hearing from you.
Example
Dear Sir or Madam,
I am writing to complain about the pair of jeans I have purchased from your mail-order catalogue on 15th of May 2006. I was very disappointed when it arrived.
First of all, I should state that I am dissatisfied with quality of the delivered product, although claims of the top-quality goods in your catalogue. In addition to the fact that you delivered me wrong size and in colour which I had not chosen, i discovered the broken zip
Secondly, I must say a few words about your careless attitude to your customers. You hadn’t provided me with a free T-shirt in spite of the fact that your prices are higher than in my local stores. You guaranteed prompt delivery, however I had to wait my order for two weeks.
To resolve the problem I would appreciate your assistance in obtaining a full refund. Please contact me at the above address.
I look forward to your reply and a resolution to my problem.
Faithfully yours,
[signature]
Andrew Gomilko
RESOURCES
