3.0. How to write a complaint letter

Keep in mind that most errors are unintentional

and realize that most businesses and organizations want to address and clear up complaints quickly in order to have satisfied customers or members.

Be brief

Keep your complaint letter to one page (if word-processed), and write short paragraphs rather than long ones.

Be honest and straightforward

Include sufficient detail to back up your claim and to show that you have thoroughly research the subject. However, omit irrelevant details.

Maintain a firm but respectful tone, and avoid aggressive, accusing language

Keep your complaint letter concise and professional. In a formal letter making a complaint, you may use a mild tone, for complaints about minor problems, or a strong tone, for complaints about more serious matters, especially when you are extremely upset or annoyed. However, the language you use should never be rude or insulting.

Do not threaten

If a company has repeatedly given you bad service and refuses to correct the situation and you feel that your only recourse is to pursue legal action, voice your feelings in a tactful but firm way. However, don’t threaten legal action unless you are willing to follow through with it.

Avoid making generalizations

about the company or organization if your complaint letter focuses on a single individual.

Use tact, and be direct but respectful

If you need to make a complaint to or about people that you will still have contact with on a regular basis, your complaint needs to accomplish its purpose without destroying the relationship.

Include your contact information

Include your name, address, phone number, and e-mail address, if desired, so that the person(s) can reach you to discuss any questions or concerns.

If a first letter does not bring action, assume a stronger but still respectful tone in the next one. If two or three letters do not resolve the problem, send one to the president or CEO of the company or entity. In each case, be firm and polite.

When you write a letter of complaint, it is important to get the tone of the letter correct. Try to be polite, state the facts clearly without showing too much feeling, and do not be too aggressive. Ask directly and politely for what you want. It is quite possible to make a point strongly while remaining polite and formal.

(www.writeexpress.com/complaint.htm)

(First Certificate Writing. St’s book. p.51)

(New Proficiency Writing. St’s book. p.22)

3.1. Planning and organizing

Most letters of complaint are organised in a standard way:

1. an introductory paragraph, where you explain why you are writing;

2. a main body, where you explain what the problem is and describe any action you have already taken. You also say what inconvenience it has caused you; and

3. a closing paragraph where you state what you want done about the problem.

Introduction Paragraph 1 reason for writing Main Body Paragraph 2- 3 complaint(s) and justification Conclusion Final Paragraph suggested action to be taken

NOTE: The number of main body paragraphs may vary, depending on the rubric.