Writing a formal letter of complaint remains an effective way to alert a company to a problem. This page includes guidelines for structuring your complaint, suggestions for style, and example letters.
Preparing to write
Before you begin your draft, gather all the information you will need to include in your complaint. This information may include the time, date, and location that you purchased faulty goods or services, reference or invoice numbers, and records of previous communication with the company. To support your complaint, you may need to enclose copies of documents such as receipts with your letter.
How to structure your letter of complaint
Your letter of complaint should follow the standard composition format for a formal letter. See how to lay out a letter.
Below the recipient’s address, include a subject line to indicate the product or service that you are addressing in your complaint. In the first body paragraph, open with a sentence that immediately draws the reader's attention to the matter, e.g.:
I am writing to complain about the faulty installation of my air conditioner.
I wish to express my dissatisfaction with my stay at your hotel.
Follow the opening sentence with a summary of the events that prompted your complaint. Be sure to include exact dates and times, and give all the relevant information in a clear and logicalsequence.
In the next paragraphs, you should outline what steps you have taken thus far to resolve the matter and describe the consequences of the faulty product or service. Adding specific details, such as additional costs you have incurred to replace a faulty product, will strengthen your complaint. If you have had previous communication with the company, be sure to note it in your letter; include reference numbers where applicable.
In the final body paragraph of your letter, you should state your expectations of how the company should resolve the matter, including specific actions and deadlines, e.g.:
I would appreciate it if you could replace the missing part by next week.
Please let me know as soon as possible what action you propose to take.
I look forward to hearing from you within the next ten days.
Suggestion: Take a calm and focused approach
Keep your complaint focused on the exact incident that prompted your letter. Do not veer into generalized criticism of the company, and avoid personal attacks and abusive language. Even though you may be quite frustrated and angry, maintain a calm, gracious tone in your complaint. Expressing optimism that the matter will be resolved will produce a more persuasive letter than berating the reader for the company's mistakes.
template
Below is a complaint letter template. You can use this outline, or our email template, to help you write a complaint letter (although you may wish to vary it to fit your particular problem).
[Your name]
[Your address]
[Email and/or phone]
Dear Manager
Re: COMPLAINT ABOUT [INSERT NAME OF PRODUCT OR SERVICE] PURCHASED AT [INSERT BUSINESS NAME] ON [INSERT DATE]
State that you have a problem with goods or services bought from the business at a particular location and date and that you want the problem fixed.
Explain the key details of the problem including when you discovered it and any other steps you’ve already taken to get it fixed, such as a telephone call or a visit to the store. Note who you spoke to and any results of your efforts.
State that you have enclosed copies of relevant documents, such as a receipt of bank statement for proof of purchase.
State the steps you want the business to take to fix the problem.
State that you expect to hear from the business with a solution by [insert date or within 10 days]. Describe what you intend to do if the business fails to fix the problem—such as making a formal complaint to the ACCC or the consumer protection agency in your state or territory.
List your business and after hours contact details.
Yours sincerely
[Your name]
Enclosed: Copy of the receipt for [insert name of product or service]
example
Below is an example of a possible finished letter using the complaint letter template.
Jane Brown
123 Street
jane@brown.com.au
1 January 2013
Dear Manager
RE: COMPLAINT ABOUT FAULTY TELEVISION CABINET PURCHASED AT CABINET WORLD ON 15 DECEMBER 2012
I am unhappy with the quality of a television cabinet I bought at 5 Street on 15 December and I am writing to seek a replacement.
The cabinet doors do not open and shut properly and the stain on the cabinet is uneven, with one half darker than the other. The cabinet was delivered on 30 December and I noticed this problem as soon as I unpacked it from the box.
The cabinet is not of acceptable quality and does not match the sample cabinet I was shown in store. I would like you to replace it with one of the same quality and finish as the sample and arrange for return of the faulty cabinet at no cost.
I have attached a photocopy of my receipt as proof of purchase.
I would like to have this problem fixed quickly please. If I do not hear from you within 10 days, I will lodge a formal complaint with Consumer Affairs in my state.
You can contact me on 1234 5678 during working hours or after hours on 123 456 789 to discuss this matter further.
Yours sincerely,
Jane Brown
Enclosed: Copy of the receipt for television cabinet
123 Street
1 January 2013
Tidak ada komentar:
Posting Komentar