Complaint Letter

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Letters of complaint usually include the following stages:

  1. Background
  2. Problem – cause and effect
  3. Solution
  4. Warning (optional)
  5. Closing

 

Background

This section describes the situation; e.g.

  • I am writing to inform you that the goods we ordered from your company have not been supplied correctly.
  • I attended your exhibition Sound Systems 2012 at the Fortune Hotel (22-25 January) and found it informative and interesting. Unfortunately, my enjoyment of the event was spoiled by a number of organisational problems.
  • I am a shareholder of Sunshine Bank and I am very concerned regarding recent newspaper reports on the financial situation of the bank. Your company is listed as the auditor in the latest annual report of the bank, so I am writing to you to ask for an explanation of the following issues.
  • I am writing to inform you of my dissatisfaction with the food and drinks at the ‘European Restaurant’ on 18 January this year.

 

Problem

Cause:

  • On 4 December 2012 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries.
  • Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable.
  • You sent us an invoice for $10,532, but did not deduct our usual 10% discount.
  • We have found 16 spelling errors and 2 mis-labelled diagrams in the sample book.

Effect:

  • This error put our firm in a difficult position, as we had to make some emergency purchases to fulfil our commitments to all our customers. This caused us considerable inconvenience.
  • Even after spending several wasted hours trying to register in this way, the computer would not accept my application.
  • I am therefore returning the invoice to you for correction.
  • This large number of errors is unacceptable to our customers, and we are therefore unable to sell these books.

 

Solution

  • I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.
  • Could I please ask you to look into these matters.
  • Please send us a corrected invoice for $9,479
  • I enclose a copy of the book with the errors highlighted. Please re-print the book and send it to us by next Friday.

 

Warning (optional)

  • Otherwise, we may have to look elsewhere for our supplies.
  • I’m afraid that if these conditions are not met, we may be forced to take legal action.
  • If the outstanding fees are not paid by Thursday, 20 December 2012, you will incur a 10% late payment fee.

 

Closing

  • I look forward to receiving your explanation of these matters.
  • I look forward to receiving your payment.
  • I look forward to hearing from you shortly.

 

Bibliography :

http://www2.elc.polyu.edu.hk/cill/eiw/complaint_letter_constructor.htm