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Why do we do / write letter of complaint ? 1. dissatisfied with a product 2. disappointed with the outcome of a service 3. have a problem with a company or organisation 4. can be used for the purpose of having products replaced or money refunded Expressions/ phases that normally use n letter of Useful expressions for writing a complaint letter
I am writing to express my strong dissatisfaction with … I am writing to complain about … We were extremely disappointed with … … was not what we had been led to expect The … was so bad that … It was not up to standard It didn’t work / was out of use We were appalled to find … We were thoroughly disgusted with … I am not going to • accept • putup with this. • let this go. I should like to know what • you intend • youare going Your attitude is to do about this.
• deceitful. • negligent. I don’t see why you … It’s high time you did something … We expect • a letter of explanation • a substantial refund Unless …, we shall take matters further I should warn you that …
How to write – format
(use letterheaded paper showing home/business address and phone number) name and address (for example to a service manager) date Dear (name) Outstanding service problem - contract ref (number) I really need your help with this. Your engineer (name if appropriate) called for the third time in the past ten days to repair our (machine and model) at the above address, and I am still without a working machine. He was unable to carry out the repair once more because the spare part (type/description/ref) was again not compatible. (I attach copies of the service visit reports.) Your engineers have been excellent as always, but without the correct parts they can't do the job required. Can I ask that you look into this to ensure that the next service visit, arranged for (date), resolves the matter. Please telephone me to let me know how you'd like to deal with this. When the matter is resolved I'd be grateful for a suitable refund of some of my service contract costs. I greatly appreciate your help. Yours sincerely signature J Smith (Mrs) Enc. Format of a letter of complaint
Introduction: Reason for writing. Exact details of holiday (time, place, etc.) [explain the situation]
Details of problems. Deal with each major problem in a new paragraph. [complain, express your dissatisfaction]
What you expect from the company. [ask that something
How to write a complaint letter 1. Keep in mind that most errors are unintentional and realize that most businesses and organizations want to address and clear up complaints quickly in order to have satisfied customers or members. 2. Be brief Keep your complaint letter to one page, and write short paragraphs rather than long ones 3. Be honest and straightforward Include sufficient detail to back up your claim and to show that you have thoroughly researched the subject. However, omit irrelevant details. 4. Maintain a firm but respectful tone, and avoid aggressive, accusing language Keep your complaint letter concise and professional 5. Send only photocopies of receipts and other documents, and retain all originals Keep a copy of the complaint letter for your records 6. Get other signatures In many cases, you can increase the effectiveness of your letter by getting several others to sign it with you. This is particularly the case when trying to influence or change legislation, denouncing material from the media, and so forth. 7. Do not threaten! If a company has repeatedly given you bad service and refuses to correct the situation and you feel that your only recourse is to pursue legal action, voice your feelings in a tactful but firm way. However, don't threaten legal action unless you are willing to follow through with it. 8. Avoid making generalizations about the company or organization if your complaint letter focuses on a single individual. 9. Use tact, and be direct, but respectful
If you need to make a complaint to or about people that you will still have contact with on a regular basis, your complaint needs to accomplish its purpose without destroying the relationship. 10. Include your contact information Include your name, address, phone number, and e-mail address, if desired, so that the person(s) can reach you to discuss any questions or concerns. If a first letter does not bring action, assume a stronger but still respectful tone in the next one. If two or three letters do not resolve the problem, send one to the president or CEO of the company or entity. In each case, be firm but polite. Complaint letters can be a very effective way of making your voice heard. 8 Tips for Writing Complaint Letters
Before writing the letter, make sure that you have the facts straight and that your complaint is legitimate. Type your letter if possible. Use a spellchecker, or have someone proofread your letter. If it is handwritten, make sure it is neat and easy to read. Generally keep your letter short and concise. Write short paragraphs, and almost always keep your letter to one page. However, do include all important facts. Include important dates or places (for example, when and where you bought the product or received the service), and include any additional relevant information you can (such as the product number or type of service).
While writing your letter, remain diplomatic and courteous at all times. No matter how justified your complaint may be, do not allow your letter to become angry, sarcastic, or threatening. Keep in mind that the person that reads your letter will often not be the person responsible for the problem. Try to put yourself in the other person's place, and write your letter accordingly. Include copies of any documentation relating to your complaint. Do not send original documents. Keep a copy of the complaint letter for your records. If your complaint letter does not bring about the results that you hoped for, consider writing another letter with a firmer tone, or try writing to someone higher up in the chain of command.
Sample of complaint letter. 25 Finch Avenue Marlborough Leeds LS20 2JT 0113 4328 432
15 June 2009 Mr. Steven Foster Foster’s Master Builders Ltd 21 Lodge Lane Sheffield S31 3ES Dear Mr. Foster BUNGALOW AT 1 CRESCENT ROAD, MARLBOROUGH, LEEDS
I signed the contract for the building of this property in September 1999. At that time you estimated that the work would be completed and the bungalow ready for occupation in about 8 months’ time. That was 9 months ago and the work is still only half finished. The delay is causing a great deal of inconvenience not only to me but also to the buyer of my present home. Obviously I cannot transfer until the bungalow at Crescent Road is finished. I hope you can proceed with this work without any further delay. Please let me know when you expect it to be finished. Yours sincerely
Reply of Complaint letter.
Foster’s Master Builders Ltd 21 Lodge Lane Sheffield S31 3ES Tel: 0114 2872222
GH/ST 17 June 2009 Mr. Ron Marshall 25 Finch Avenue Marlborough Leeds LS20 2JT Dear Mr. Marshall
BUNGALOW AT 1 CRESCENT ROAD, MARLBOROUGH, LEEDS Thank you for your letter of 15 June. I am sorry that the estimated period for completion of your bungalow has already been exceeded. I realize how much inconvenience this delay must be causing you. I would, however, ask you to remember we have had exceptionally severe winter. This made work on the site extremely difficult during several periods of heavy snow. Secondly, there was a nationwide shortage of building materials earlier this year, from which the trade is only now recovering. Had it not been for these two unforeseen difficulties, the estimated completion period of 8 months should have been met. Fortunately the weather has improved a lot in recent weeks and as such work on your bungalow is now proceeding smoothly. Unless there are any other unforeseen delays I can safely guarantee that the bungalow will be ready for you by the end of August. Please do not hesitate to telephone me if you have any further questions. Yours sincerely
STEVEN FOSTER Manager
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