DEPARTMENT OF TECHNICAL EDUCATION

ANDHRA PRADESH

Name : A.Ram Reddy

Designation : Lecturer
Branch : D.C.C.P.
Institute : SRRS Govt. Polytechnic, Sircilla
Year/Semester : IV Semester
Subject : Business Correspondence
Subject Code : CCP-404
Topic : Claims, Complaints and Adjustments
Duration : 50 Minutes
Sub Topic : Complaints
Teaching Aids : PPT and Animation
CCP404.22 1
 Objectives

On completion of this period, you would

be able to:

 Explain the meaning of a Complaint Letter

 List the Characteristics of a Complaint Letter
 Draft a Complaint Letter

CCP404.22 2
 Recap

In the Previous period, you have learnt:

 The purpose of writing claim letters

 The characteristics of claim letters
 The style of writing claim letters
 Important points for drafting claim letters

CCP404.22 3
Known to Unknown

1. What is a Claim?
2. When a claim is written ?
3. Can a customer suggest a solution, if there is a
shortfall in supply?
4. What is a Complaint Letter?
5. Is Complaint (or) Claim one and the same?

CCP404.22 4
When complaints are made?

In the following situations, complaints are

made:

 delay in dispatch
 wrong dispatch
 mistakes is invoice
 part execution of order

CCP404.22 5
What is a Complaint letter?
 A letter written to inform shortcomings in
execution of order is a Complaint Letter
 Sometimes no monetary Loss to the customer
for making Complaint
 All Complaints may not be compensated by
supplier
 Complaints are made either for a genuine or
supposed grievance

CCP404.22 6
Checking of goods by Purchaser

On receipt goods, buyer verifies:

 Condition of the goods
 Quality of the goods
 Quantity of the goods
 Terms & conditions of supply followed
 Specifications of the goods received
 Invoice

CCP404.22 7
Purpose of Complaint letter
 To intimate the delay in dispatch
 To intimate the wrong dispatch
 To inform errors in invoice To inform variation in
quality etc
 To claim damages
 To make necessary adjustments and give a
chance to the supplier to rectify the error

CCP404.22 8
Characteristics of a Complaint letter
 Must be genuine
 Must be courteous
 Must be Complete in all respects

CCP404.22 9
Characteristics contd
 Genuine Complaint
 NO False statements
 No purpose sending vague letters
 Clear-cut mention of where things went wrong

CCP404.22 10
Characteristics contd

 Complaint letter be courteous in language

 Letter reflect respect to the reader
 Its friendly tone enlists reader co-operation
 Never blame a particular man or firm is wrong
 Avoid rude and intolerable statements

CCP404.22 11
Characteristics contd
 It should convey full information to reader
 Absence of complete information leads to
unnecessary correspondence
 Once letter posted, its contents can not be
changed
 In order to give full information, previous letter
numbers can be mentioned in the reference
column

CCP404.22 12
Contents of Complaint letter
 Intimation of the letter of supply of goods
 Supplier should be thanked
 Reasons for complaint
 Request for early reply
 Request not to repeat the same in future

CCP404.22 13
Style of writing complaint letter

 The complaint should be made politely

 It should not have signs of anger
 Be quiet, confident and dignified
 Respect and get more attention than excited
 Not an agitated one

CCP404.22 14
Ex.1

 All-Season Stores, Mysore Road, Ooty, wish to

make a complaint to KASHMIR RUGS,
Rashtrapathi Road, Bangalore for delay in supply
of Electric Blankets. They also wish to point out
to previous delays and request KASHMIR RUGS
to send rugs

CCP404.22 15
Answer to Ex.1
Phone:2234561
ALL SEASON STORES
Mysore Road,
Ooty.
Ref.No.AS/7/2007. Date:1-6-2007.
To
The Manager,
KASHMIR RUGS,
Rashtrapathi Road,
Bangalore.
Dear Sir,
Sub:-Delay in supply of Electric Blankets-Request
for immediate supply-Reg.
……..
CCP404.22 16
Answer contd.
We have ordered for supply of Electric
Rugs two weeks ago. We requested
delivery before 10-6-2007. But so far we did
not receive goods or even a reply.
Please note that this is not the first time
you failed to deliver goods in time. This may
force us discontinue our relations with you,
as our esteemed customers are put to
severe inconvenience.

CCP404.22 17
 When you receive this letter we hope you will send
the blankets immediately and take steps to ensure
that any future orders we may send you are dealt
with promptly.

Yours faithfully,
for ALL SEASON STORES,
(THIMMIGAN)
Manager.

CCP404.22 18
Summary
We have discussed about:

 The meaning of a complaint letter

 Purpose of writing a complaint letter
 Characteristics of a complaint letter
 Style of writing a complaint letter
 Hints for drafting a complaint letter

CCP404.22 19
 Quiz

1. Letter of complaint means:

b. Letter asking for compensation

c. Letter complaining about the shortcomings
d. Letter asking for adjustments
e. None of the above

CCP404.22 20
 Quiz

2. Complaint letter is written by:

b) The Distributor
c) The Purchaser
d) The Supplier
e) None of the above

CCP404.22 21
Frequently asked questions

1. Give any three characteristics of a good complaint

letter
2. Under what circumstances the complaint letters
are written
3. Briefly explain the contents which are written in
the complaint letter

CCP404.22 22
Frequently asked questions

 Kishore Electronics, Basheerbgh, Hyderabad wish

to make a complaint to Nand Electronics, Kannat
place, New Delhi about the delay in supply. Write
a letter to Nand Electronics, New Delhi intimating
the delay and ask them to supply the present
order immediately

Assignment:-
Write answer for the above Question

CCP404.22 23
Frequently asked questions

 Your suppliers have sent only some of the goods

ordered by you. Even that was not in time. Some of
the goods are defective. Inform your supplier about
this fact and cancel the order the balance of goods

Assignment:-
Write answer for the above Question

CCP404.22 24
Frequently asked questions

 You have received a consignment of defective

goods from Shyam and Company, Karimnagar.
The quality of the goods is found very poor. Write
a letter to them informing the same and ask them
not to repeat the same in future

Assignment:-
Write answer for the above Question

CCP404.22 25