Letter of Complaint

Main points in a letter of complaint include: 

Background Information: provide the person or company that you are writing to with as much detailed information as possible. Such details would include: product numbers, quantities, dates of shipments, prices or percentages, etc.

Problem: make the issue clear. Let them know how much you know from your side of the business arrangement. Tell them about the things that you expected and what was different from what you expected. The more proof you have that there has been a mistake in which caused an issue, the more likely you are to get a positive response. 

Solution: offer a way for the person or company to set things right. Do not be too demanding by asking for too much or for something that you know cannot be achieved. At the same time, make sure that you are not letting them get away with something wrong, misleading, or potentially fraudulent. 

(Warning): if you have had multiple problems with a person or company, then you might need to let them know that you might not request their services any longer. Warnings should still be given in a polite and reasonable manner. In a warning, you can even further outline a potential solution. 

Closing: the reason that you are writing this letter is because you are unhappy about a business transaction. Do not end the letter in a way that could potentially compromise the sincerity of the letter. In most cases it could even be inappropriate to write something like “Thanks for your help”. They need to know that you mean business and that you are being genuine with your complaint. However, you must remain polite regardless of how bad the situation might be. 

Background
Describe the situation, for example: 

• I am writing to inform you that the products we ordered from your catalogue have not arrived as we have ordered them.
• I attended your exhibition at PLACE on DATE and thought it was very interesting. However, I also found there to be a few organizational problems.
• I am writing to tell you about my dissatisfaction with the food and drinks at RESTAURANT NAME on DATE.  

Problem
  Cause/Effect:

• On DATE we made an order with your company for PRODUCT DESCRIPTION. The order arrived yesterday but PROBLEM WITH THE ORDER./Due to this we will now have to RESULT OF DISRUPTION. This has caused us a rather substantial inconvenience.   
• I was not able to complete the registration in order to attend your event. I tried to register online, but the website was not working./After spending a long time attempting to attend, I was still not able to register for your event and I may not be able to attend.
• You sent us an invoice for AMOUNT, but did not deduct our normal discount of PERCENTAGE./I am returning the invoice you sent me for review and correction.

Solution

• I am writing to ask you to please make up the disturbance of services immediately and to make sure  that errors like this do not happen again.
• I would like for you to please look into this matter. 
• Please send us a corrected invoice for AMOUNT.

 Warning (optional)

• If our requests are not met, then we might have to find another supplier for future orders. 
• Unfortunately, if these conditions are not met, then we may have to take legal action.
• If the outstanding fees are not paid by DATE, you will incur a fee of PERCENTAGE or PRICE.

Closing 

• I look forward to receiving your explanation and point of view on these matters.
• I look forward to receiving your payment.
• I look forward to hearing from you soon.

Letter of Complaint Main Attributes

• Contact Info!!! You would not believe how many people forget or do not give enough contact information. Know your limits of when and where you can be contacted. If they have no way of contacting you, then nothing will get fixed!
• Business letters these days should be typed and are often sent via Email. In the case that you have to hand write a letter, please make sure that your handwriting is easy to read. 
• Write your letter short and to the point. Do not forget any of the facts about your order or about the services you received. 
• State exactly what you want done about the problem and how long you are willing to wait to get it resolved. Always be reasonable.
• Include all issued documents regarding your problem. Be sure to send COPIES, not originals.
• Don’t shoot the messenger! Do not write angry, sarcastic, or threatening letters to people or companies. The person that receives the letter is often not even at fault for the mistake. If you are polite to him/her, then your problem might get solved faster. 
• Always keep a copy of the letter for your records.