A Letter of Complaint.

Writing a complaint letter is often an undesirable task, but if it is done well, the end result can be very rewarding. Complaint letters can be used for the purpose of having products replaced or money refunded, for changing company policy or government legislation, for influencing the media, and so forth.

Often a complaint letter is more effective than a simple phone call or e-mail message. Furthermore, in many cases, the formality of a complaint letter can add seriousness to the situation that will bring results.

When writing your complaint letter, identify a definite purpose and outcome that you want to achieve, and indicate those ideas clearly in your letter. There is no need to open your letter by apologizing for the need to complain (“We regret to inform you …”, “I am sorry to have to write to you about …”); this weakens your case. Begin your letter simply:

We would like to inform you …

I am writing to complain …

I am writing with reference to Order № P56 which we achieved yesterday.

Generally keep your letter short and concise. Write short paragraphs, and almost always keep your letter to one page. However, do include all important facts. Include important dates or places (for example, when and where you bought the product or received the service), and include any additional relevant information you can (such as the product number or type of service).

While writing your letter, remain diplomatic and courteous at all times. No matter how justified your complaint may be, do not allow your letter to become angry, sarcastic, or threatening. Keep in mind that the person that reads your letter will often not be the person responsible for the problem. Therefore, do not use sentences like “You must correct your mistake as soon as possible” or “You made an error on the statement”. Use passive and impersonal structures:

The mistake must be corrected as soon as possible.

There appears to be an error on the statement.

There seems to be some misunderstanding regarding terms of discount.

If you think you know how the mistake was made, you may politely point it out to your supplier.

Could you tell your dispatch department to take special care when addressing my consignment?

Could you ask your accounts department to check my code carefully in future? My account number is 774-132, and they have been sending me statements coded 132-774.

If you think you know how the mistake can be corrected, let your supplier know.

The best solution would be for me to return the wrong articles to you, postage and packing forward.

If your complaint letter does not bring about the results that you hoped for, consider writing another letter with a firmer tone, or try writing to someone higher up in the chain of command.

Practice:

Exercise 1. Study this letter about faulty product. Use the words and expressions in the box to improve the style of those parts that are underlined:

ABC stores Head Office 89 Walpole Rd

21 Brick Rd Newtown, Big County

Swansea SW 1118-67 NT 444-5

6 March 2008

Dear Mr. or Mrs.

I regret to inform you that the enclosed product doesn't work. It is the third one I've had to return this month (see correspondence in the same envelope).

I bought it from ABC stores at Newtown, Big County on 22 February.

I was careful to follow the instructions for use.

Other than the three I've had to return recently, I've always thought your products to be excellent.

I'd be grateful if you sent a replacement as soon as possible and refund my postage.

I really appreciate your help.

Yours faithfully,

Jane Smith

J Smith (Mrs)

Exercise 2.

1)Read this letter aboutpoor service and complete it with the words and expressions below: the above address, arranged for, required, unable, compatible, to inform, to ensure, to deal with this, grateful for.

Managing Director

Master Service Center 12 Morgan Street

54 Riverside, Cardiff CF 280 Cardiff CF 338

Telephone: 49721

31 August 2001

Dear Sir or Madam,

I am writing to you … that your engineer Mr Johnson called for the third time in the past ten days to repair our washing machine at …, and I am still without a working machine.

He was … to carry out the repair once more because the spare part was again not …. (I attach copies of the service visit reports.)

Your engineers have been excellent as always, but without the correct parts they can't do the job ….

Can I ask that you to look into this … that the next service visit, … 2^nd September, resolves the matter.

Please telephone me to let me know how you'd like …. When the matter is resolved I'd be … a suitable refund of some of my service contract costs.

I greatly appreciate your help.

Yours sincerely,

Robert Miles

Enc.

2) Read the letter once more and answer the questions:

a) Why was the engineer unable to repair the machine?

b) How long does Mr Miles want it repaired?

c) What date is supposed to be the next service visit?

d) Does Mr Miles want the Director of the Service Center to repair the machine?

e) Are there any kinds of documents enclosed with the letter?

f) What does Mr Miles intend to receive when the matter is resolved?

Exercise 3. Complete the letter of complaint to a television company with the adverbs in the box. Use each adverb once.

43 St Helen’s Road, Edinburgh EH52 TJN

15^th July 2009

Head of Scheduling

LTC Television Centre

London

Dear Sir or Madam,

I feel I must write to you on a matter about which I feel very strongly. I (1) _____ believe that there is far too much sport of all kinds shown on LTC television today.

I (2) ____ disapprove of the wall-to-wall coverage, particularly of football, golf, and cricket on all your channels. It really is unacceptable when I turn on the TV on a weekday evening and find football on two of your three channels. I (3) _____ admit that sport plays a major role in our society, but this really is unacceptable. Sundays are already (4) ______ taken up by sport. I also find it absolutely ridiculous that scheduled programmes are cancelled because of Wimbledon or some other tennis tournament.

I (5) _______ hope that you will listen to those of us who are not sports fanatics and provide some entertainment for us too.

Yours faithfully

Kirsty McKenzie (Mrs)

PS I (6) ______ enjoyed your production of “Hamlet” last week. More of that sort of thing, please.

Exercise 4. Look at this annotated advert for a computer game and complete the letter of complaint below.

GAMES WORLD MAGAZINE

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