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Bassically, you could write complaint letters in several ways. However it is recommended that you use the following stages so that your complaint will be well organized, systematic and proffesional.
Here are the systematic stages that should be included in the complaint letters.
1. Background
2. Cause and Effect ( Problem )
3. Requesting Action or Solution
4. Warning
5. Closing
1. Background
This section introduces the situation or background of the problem.
Here are some examples:
- I am writing to inform you that the goods we received have been made in the wrong color.
- I am writing to inform you of my dissatisfaction with the quality of your products.
2. Cause and Effect
Cause:
- You shipped our order for bedroom sets, but the nightstands were not included in this container.
- We ordered 50 pcs office desks in antique brown color and 50 pcs office desks in walnut color, but we received 100pcs of office desks all in brown color.
Effect:
- We are therefore unable to sell the bed set.
- These office desks are unacceptable to our customers, and we are therefore unable to sell these desks.
3. Requesting Action or Giving Solution
In this section, the writer or someone who write a complaint letter request a necessary action to be taken or provide solution to settle the problem. Please look at the examples below:
- Please delivery the nightstands as soon as possible.
- I am writing to ask you to produce the office desks painted with the color as we requested and send them immediately.
- Please make sure that such errors do not occur anymore.
- We have implemented a new system to...
- To prevent re-occurrences we have instructed our quality control to check all items before packing the goods.
- We assure you that this problem will not happen anymore.
4. Warning
- I'm afraid that if these conditions are not properly resolved, we may be forced to take legal action.
- If such errors happen again, we will have to look elsewhere for our suppliers.
5. Closing
- I look forward to hearing from your shorlty.
- I look forward to receiving your explanation of this matter.
Notes:
- The tone of complaint letters should not be aggressive, insulting or threatening, as this would annoy the reader and it would not encourage them to solve the matter or problem. In addition, question like 'Why can't you make this right?' should not be written.
- The content of the letter should contain enough details so that the receiver does not have to write back requesting more.
- Legal action should not be threatened in the first letter of complaint, unless the situation is very serious and there is no serious intention from the reader to solve the problem.
- The best way of writing complaint letter is to use a positive upbeat tone. Remember, you are writing to a senior person who probably sympathizes with what happened to you. Your tone should convey the message that you are the innocent victim and you understand that the company wouldn't have done such a thing intentionally.
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