How to Write an Effective Complaint Letter

Complaint letters should be professional and succinct.

There will be times when you will need to get an issue resolved. No one truly likes complaining but occasionally this is the only way you can properly settle a grievance. Complaint letters can be very effective if used properly. To get results, you want to follow a thoughtful approach..

Difficulty:

Moderately Easy

Instructions

Things You'll Need

• Receipt, time, and date of your transaction
• Names of people you spoke with

1. Pick your battles. People who complain frequently and about seemingly everything are never truly heard. If you've been ripped off with a store purchase, feel you have received poor treatment or generally have experienced an out-of-line transaction, then a complaint is warranted.

2. Be specific. The more details you can provide about your transaction, the more successfully you will be able to bring your complaint to the forefront. Make sure you have a receipt, complete with time and date stamp. If your complaint has to do with a call-in transaction, have the name of the person(s) you talked to along with a record of what you asked and what you were told. Keep a log, including time and date to add to your letter. If your area of concern involves a series of events, include the details of each.

3. Determine the result you want. Be fair and realistic. Sometimes you will have more luck asking for half your purchase price back than saying you want the entire amount. Let the error and the amount it has cost you help determine what you would like back. If your grievance includes a change of procedure, be specific in what you think should change. Keep your end goal in mind when writing the letter.

4. Send it to the correct contact person. Never address a complaint letter to a general mailing address, "to whom it may concern" or even "customer service." Find the correct individual at the organization in question and direct the letter accordingly. Send a copy to that person’s supervisor and company president. Often, you can find this information on the company's website. If you can't, place a call to the company and say, "I'd like to place a complaint about X, and would like to know the best person to address a formal complaint letter." Get the correct name, title and address and have it all spelled to you to ensure accuracy. Do the same to find out the supervisor's name, along with the company president.

5. Use a professional and businesslike tone. Though you may be hurt or offended at the treatment you received, you won't get the results you desire with nasty or childish remarks. Avoid sentences such as "you people" and never use derogatory words like “stupid,” “ignorant” and “dumb.” Make sure your letter is professional and to the point.

6. Write in detail. Don't use generalities. Instead, describe exactly what happened and how it inconvenienced you. Giving a reason for your complaint will frame the action in a new light. You may be bringing up a point no one has ever considered.

7. Provide your contact information. Never send an anonymous complaint letter. If you really want results, allow someone to follow up with you. Even if it's just a phone call to tell you that making changes is currently impossible, most companies will respond if you provide your email address and phone number, in addition to your mailing address.

8. Negotiate. If your original complaint is denied, ask the company what it is instead willing to provide. Convey that you are serious about this complaint and will escalate matters if your issue goes unresolved. If the company offers you a different solution in terms of price, coupons or gift certificates, think hard before accepting its offer. If you do accept, you should not complain about the matter again because the organization has tried to make amends.

9. Follow up within a reasonable amount of time, usually two to three weeks, depending on the organization’s size. Sometimes, large companies take longer to get a letter routed to the correct person. Be patient so you can follow up with someone who will have your letter and be willing to discuss it.

10. Escalate things if you don't get an answer. When you've tried to contact the company twice with no result, it's time to move up the chain of command. Do some research to find out board member names and addresses, in addition to the vice president of the division in question.

11. Draft another letter. Use firmer yet professional tone with the second letter. Reference the first letter you wrote and provide a copy. Once again, explain your terms and what you would like the company to provide. If necessary, adjust your request to include the inconvenience at having to follow up.

12. Be persistent. Sometimes repeated follow-up is needed to get an answer or resolution. Don't give up. When you finally receive the desired result, your efforts will be more than rewarded.

References

• Letter Writing Guide: Writing a Complaint Letter