How to Write a Good Consumer Complaint Letter

Get results from your complaint letters! Here are the steps on writing a complaint letter that will catch someone's attention and provide you the remedy you want -- and perhaps a free coupon or discount to win you back as a customer!

Difficulty: Easy

Instructions

Things You'll Need:

• Word processor
• OR
• Paper and pen

1. Start at the TOP: Figure out who to send the letter to -- use the Internet and try to find the MAIN headquarters -- address it to the president/CEO/highest position you can find that you also can find a name for.

2. Send COPIES to the right places:
   
   -- Send a copy, or "cc" to the right people or organization. Always send a cc: copy to the company's "Customer Service" or "Consumer Inquiries" or "Public Relations" division -- find the address/names on the Internet.
   
   -- Send a copy to the Better Business Bureau, and any local consumer complaint division in your county or state. This usually gets the company's attention quickly -- outside scrutiny.

3. Start with a COMPLIMENT: First, state something complimentary about the restaurant -- be honest. This helps establish your credibility and shows you aren't a completely unreasonable person.

4. Be OBJECTIVE: Write the letter objectively, without inflammatory language -- be reasonable

5. Be SPECIFIC: State exactly what went wrong, how you tried to fix the problem, and what you would like to see happen in response to your letter. For example: "I went to your restaurant location at 100 Main Street, Happy Town, Ohio, on February 1, 2009. I asked for the non-smoking section and was told the restaurant has no non-smoking section. I know the law in Happy Town requires a non-smoking section in all restaurants. Therefore, please advise me as to why this location does not have a non-smoking section. I have enjoyed your other restaurant locations but am not interested in this particular location if it does not have a non-smoking section. Thank you."

6. Expect RESULTS: Usually you will receive an letter of explanation/apology, and often a coupon for a free meal; discount or coupon off your next visit; etc. Definitely worthwhile!

Tips & Warnings

• Always be respectful and try not to exaggerate the problem.
• If you have a specific remedy in mind, state it.
• Check on the Internet to see if you can file or send your complaint via email or online -- saves on stamps and paper and time!

[skydog44]

on 6/21/2009 Great write-up. I especially like the "start with a Compliment." That's a great idea. Thanks.