Writing a letter of complaint

purpose

 To show dissatisfaction about a

product/service/other matters
 To obtain better product/service
 To get things done faster
 Tone

• Even though you are upset about the problem faced, you should
not:
 - scold
 - use sarcasm
 because the reader might not be the one at fault. Instead:
 - be polite
 - be direct and to the point
 - be firm
 - be constructive
 (Refer to ‘Tone of a Complaint Letter’ & ‘Useful phrases’)
Four-point plan

 Introduction
 State the purpose of writing; 1-2 sentences that briefly describe the
complaint
 I am writing to complain…..

 Details
 Give details of the complaint (Names, dates, locations etc.)
 Include evidence if applicable (e.g. receipt, picture etc.)
 I was shocked by the rudeness of your staff. The waitress ignored
me in your café on Friday while I was waiting at the counter.
Four-point plan

 Action
 State action that the reader have to take to fix the problem@
action that you will take to solve the problem
 Include a due date for expected action
 I would appreciate that my washing machine is replaced with a
brand new one.

 Close
 Appropriate one line close
 I hope this matter can be solved as soon as possible.
 More Tips

 Keep the letter brief, one page if possible.

 If you are complaining about a product:
 Include model and serial numbers if appropriate, date and location of purchase,
or person who performed the service.
 Send copies of documents as enclosure, NOT the originals
 Keep a copy of the letter for yourself
Writing a reply to a complaint letter
 Replying to a complaint

• Must be done promptly to avoid prolonged problems

• Be polite, not offensive even if it is not your fault
• If the blame is appropriate, show regret and work to solve
the problem
 Four-point plan

 Introduction
 Refer to previous contact
 Express regret for the complaint put forth
 Details
 Provide explanation how the problem could have happened
 Action
 State what action you are going to take to rectify the matter @ what the reader has
to do
 Close
 Suitable one line close
 example

 We refer to your complaint letter dated 2 February 2023 and follow up by

calling your handphone on 8 February 2023.
 The bank has investigated to your complaint and would like to inform you
that there was a miscommunication between you and our staff.
 We would like to extend our apologies for the inconvenience caused and
assure you that we have taken the necessary steps to remedy the situation.
 Should you need further clarification, please do not hesitate to contact us.