Armbruster
WRIT 2072
Spring 2006

Guidelines for Complaint Letters

Audience:   When possible, do some research and find someone with the authority to fix your problem -- and address the letter to that person.   When possible, check with the organization's Customer Service Department.   They may have a specific procedure for registering complaints.  

Purpose: Before you write, decide what you want to happen as a result of your letter:   a refund?   A replacement?   An apology?   Make sure to specify this outcome in your letter.

Attitude ("Ethos"):   As upset as you might be, remember that your letter will probably be more effective if you sound calm, rational, and reasonable.   Many problems happen unintentionally, and blaming the person to whom you're writing (and/or the organization which that person represents) may only turn your reader into an adversary.   Try to show a sense of understanding for your reader's side of the story.   Present the problem as an honest mistake.

What to Include:

Identify your purpose (to report some kind of problem and ask for a particular solution) immediately.   Don't make your reader wonder why you are writing or what the letter is about.   But save details for later in the letter.

Make sure to include pertinent data such as dates, locations, names, models and serial numbers of products, etc.   Also mention what other methods you have employed to try to solve the problem.

State the problem (the reason for your complaint) as early in the letter as possible.   Be clear and concise, but complete.   Your story of the problem is the evidence for your argument that the reader should do as you ask.

Explain why you think the problem should be resolved as you ask (point out why doing so is in your reader's best interest when possible).

Set a deadline by which you expect to receive a reply.   Ten days is usually a reasonable amount of time.

Be positive -- express your confidence that your reader will do as you ask (this is a good concept to incorporate into your conclusion).

Make sure to include your phone number, address, and e-mail address so your reader can contact you.

Send copies of relevant documents such as receipts, but keep the originals!

Overall Process:

Once you suspect there is a problem, start keeping records of dates, names, and relevant documents (including your complaint letter).   It's especially helpful to record the names of people from the organization with whom you speak on the telephone, along with what they say.

If possible, do some research to find out your rights as a consumer in this situation.   Make sure to read any contracts with the organization to which you are complaining or written material they have provided to you (disclaimers, warranties, etc.).

Be persistent.   Follow up.   Write to a higher authority at the organization if your last letter had no effect.   Pursue with an outside organization (such as the Better Business Bureau) if necessary.

In some situations, your letter can have more of an effect if you can find others in the same situation and persuade them to write as well.

Don't threaten legal action unless you are willing to follow through with it.

For More Information

Business Correspondence:   Complaint and Adjustment Letters: http://www.io.com/~hcexres/tcm1603/acchtml/complnt.html

How to Complain (British site with templates for complaint letters):

http://www.howtocomplain.com/info/cl-template.shtml

Writing a Consumer Complaint Letter: http://www.consumerlaw.com/letter.html

Scott Pakin's Automatic Complaint-Letter Generator (humorous):

http://www.pakin.org/complaint/

Foundation for Taxpayer and Consumer Rights:

http://www.consumerwatchdog.org/

Better Business Bureau: http://www.bbb.org/