LEVEL 3: PAGE 98, WORKING WITH WORDS

LEVEL 1:

How to Write a Complaint Letter

• Include your name, address, and home and work phone numbers.
• Type your letter if possible. If it is handwritten, make sure it is neat and easy to read.
• Make your letter brief and to the point. Include all important facts about your purchase, including the date and place where you made the purchase and any information you can give about the product or service such as serial or model numbers or specific type of service.
• State exactly what you want done about the problem and how long you are willing to wait to get it resolved. Be reasonable.
• Include all documents regarding your problem. Be sure to send COPIES, not originals.
• Avoid writing an angry, sarcastic, or threatening letter. The person reading your letter probably was not responsible for your problem but may be very helpful in resolving it.
• Keep a copy of the letter for your records.

Sample Complaint Letter

• Name of Contact Person, if available
  Title, if available 
  Company Name 
  Consumer Complaint Division, if you have no contact person 
  Street Address 
  City, State, Zip Code
• Dear (Contact Person):
• Re: (account number, if applicable)
• On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model number or service performed) at (location and other important details of the transaction).
• Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state the problem). I am disappointed because (explain the problem: for example, the product does not work properly, the service was not performed correctly, I was billed the wrong amount, something was not disclosed clearly or was misrepresented, etc.).
• To resolve the problem, I would appreciate it if you could (state the specific action you want—money back, charge card credit, repair, exchange, etc.). Enclosed are copies of my records (include copies of receipts, guarantees, warranties, canceled checks, contracts, model and serial numbers, and any other documents).
• I look forward to your reply and a resolution to my problem, and will wait until (set a time limit) before seeking help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address or by phone at (home and/or office numbers with area code).
• Sincerely,
• Your name 
  Enclosure(s) cc: (reference to whom you are sending a copy of this letter, if anyone)

Source: Consumer Action Handbook 2001, Federal consumer Information Center, Pueblo, CO, 82009, http://www.pueblo.gsa.gov/

 

complaints letter template

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name and address (eg., for the customer services department, or CEO)

date

Dear Sir or Madam (or name)

heading with relevant reference numbers

(Optional, especially if writing to a named person) ask for the person's help, eg "I'd really appreciate your help with this."

State facts of situation, including dates, names, reference numbers, but keep this very concise and brief (append details, history, photocopies if applicable, for example if the situation is very complex and has a long history).

State your suggested solution. If the situation and solution is complex, state also that you'll be as flexible as you can  come to an agreed way forward.

(Optional, and normally worth including) state some positive things about your normal experience with the organization concerned, for example: that you've no wish to go elsewhere and hope that a solution can be found; compliment any of their people who have given good service; compliment their products and say that normally you are very happy with things.

State that you look forward to hearing from them soon and that you appreciate their help.

Yours faithfully (if not sent to a named person) or sincerely (if sent to a named person)

Your signature

Your printed name (and title/position if applicable)

c.c. (plus names and organizations, if copying the letter to anyone)

enc. (if enclosing something, such as packaging or attachments)