How to Write a Complaint Letter

If the circumstance should arise where you find it necessary to write a complaint letter, the following guidelines may be useful:

1. Use correct formal letter format (see my earlier blogs on this topic), including the date and the name and title of the person to whom the letter is directed, if this is known. Ensure you address the envelope to the same person/position title.

2. State the key reason for writing, that is, your specific complaint, in the first sentence after the greeting.

Dear Sir/Madam,

I am writing to make a complaint about the time I have had to wait for my .... service to be fixed.

3. Once the reason has been stated, provide background detail, with times, dates and figures as necessary, in order to clearly explain the problem. Background detail is best provided in chronological order.

4. Stay unemotional. This is the most difficult part in the process. Most people do not write letters of complaint every day of the week - usually, you are taking this step because you are unsatisfied after a series of events have taken place. Try not to allow your frustration to be expressed in an unproductive manner.
Becoming abusive, eg. I am sick of waiting for you idiots..., will only ensure that your letter is placed at the bottom of the pile. I am frustrated by the long wait for a technician... is much more likely to work.

5. Stick to the facts as they have occurred. Do not embellish or exaggerate. You should assume that your complaint as it exists will be taken seriously, without the need for overstatement of circumstance.

6. Conclude the letter with a clear statement about what action you are seeking, but be reasonable.

I am hopeful that a technician will be made available to attend to our ongoing problem within the next week.

As we returned the faulty goods within the 14-day returns period, we expect a refund to be made to our account.

7. As part of the conclusion, provide the intended recipient with your contact details - telephone number, mobile number and email address (postal address will be at the top of the letter if you have used correct letter format) - and times you can be contacted.

8. Sign your letter, as well as word-process your name clearly at the end of the letter. An unsigned letter may not be acted upon at all.

9. Word-process rather than hand-write the letter. It will immediately be treated with more importance.

10. Send it via postal mail, rather than electronic mail. This tells the intended recipient you have taken time and trouble to communicate with them and expect that they will demonstrate due regard in return.

TIP: Have a trusted partner, friend or colleague cast their eye over the letter just before you send it. Alternatively, wait 24 hours, then read the letter again yourself. This will help you to pick up little errors that you might have missed because of your concentration on the issue itself.

LASTLY - Keep a copy of the letter for your records.

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