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Download complaint letter sample in Microsoft Word format.
Get the Results You Want with a Customer Complaint Letter
The customer complaint letter is often described as the “best weapon” in a consumer’s arsenal, but surprisingly, many, if not the majority of people who draft these letters are not properly versed as to how they should be formatted, worded and delivered. This can be a real problem, and although most people think that “any” complaint letter they send will deliver the results they seek, the truth is that while unprofessional and poorly worded letters will occasionally be effective, most of the time these letters will bring little to no results whatsoever, and in many instances, will never be read at all. The following article is intended to clear up some of the confusion with regard to the structure and language of a customer complaint letter by demonstrating a proper format and a few simple rules to follow.
Customer Complaint Letter: Rules and Format
As a consumer, when you deal with businesses often enough there will unquestionably come a time when you feel jilted or “ripped off.” This could be the result of a defective product, an incomplete or poorly delivered service or even a disappointing interaction with a company’s employee. When this happens you have every right to feel frustrated, even downright angry, but how you react in response to these emotions, including how you structure and word the complaint letter you’ll send, can have a huge impact on whether or not you will be compensated for your bad experience.
Despite the frustration you may be feeling, keep in mind that complaint letters which are sarcastic, rude and belittling will seldom produce acceptable results. These letters tend to be long and drawn out, sometimes spanning several pages, so ask yourself this: Would you take the time to read a 3-4 page letter that did nothing but “attack” you? Probably not, right? Neither will the business with whom you are upset. The harsh truth is that businesses have much more to worry about than your feelings. Typically, the consumer affairs or consumer relations department of most large businesses will field several complaints in a given day, and in order to get the results you want you’ll need to keep your emotions in check and be nothing but professional when wording your letter.
A suitable complaint letter should be no more than three short paragraphs, and that’s all the room you’ll normally need to get the outcome you desire. In the first paragraph, summarize your motivation for writing the letter. Describe the difficulty that occurred with the product, service or employee in dispute, recounting the exact day and time the problem occurred. Briefly explain how you were aggrieved and what the mistake cost you in terms of money and/or inconvenience. This paragraph is the heart and soul of the letter, and while you do need to be very specific, try to keep it as brief as possible.
The second paragraph is used to ask for some type of concession for your trouble. Here you will want to resist the temptation to overreach; asking only for what you think is fair and realistic compensation. This could be a refund, exchange or perhaps a coupon for a future visit.
The third paragraph, believe it or not, may be the most important of all. Here you will thank the reader for taking time out of their busy schedule to read and respond to your letter. The reason you do this is very simple: The business you’re currently angry with is nothing more than a collection of people, and people are more apt to offer assistance to those who appreciate them.
As we mentioned above, a proper customer complaint letter can be the best weapon in your arsenal, but unless you follow the basic rules outlined above you may as well be shooting a gun with a no bullets.