letters of complaint
TRANSCRIPT
A letter of complaint, or complaint letter, is normally written to deal with a problem situation when other
attempts (i.e. phone contacts, e-mails, etc.) have failed to rectify the situation. The complaint letter formalizes a
problem situation by putting it into writing and is usually the last resort to try to get a situation resolved.
WHAT IS A LETTER OF COMPLAINT ?
EFFECTIVE COMPLAINT LETTERS SHOULD BE:
Concise - can be understood quickly.
Authoritative - are well written and professionally presented
Factual - enable the reader to see immediately the relevant details, dates, requirements
Constructive - with positive statements, suggesting positive actions - encourage action and quicker decisions.
Friendly - with a considerate, cooperative and complimentary tone because the reader responds positively to the writer and wants to help
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Letters of Complaint usually include the following stages:
HOW TO WRITE A COMPLAINT LETTER?......................................................................................................
Background
Problem - cause and effect
SolutionWarning
Closing
BACKGROUND
This section describes the situation
For eg.
I am writing to inform you that the goods we ordered from your company have not been supplied correctly.
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PROBLEM & CAUSE
Describe what problem occured
For eg.
On 20 November 2014 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries.
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SOLUTION
Suggest remedies or results you expect
For eg.
• I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.
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WARNING
This is an optional one, here you can give warnings
For eg.
• Otherwise, we may have to look elsewhere for our supplies.
• I'm afraid that if these conditions are not met, we may be forced to take legal action.
............................
CLOSING
Suggested action should be taken:
For eg.
I look forward to receiving your explanation of these matters.
I look forward to hearing from you shortly.
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LAYOUT............................. ..........................
HELPFUL TIPS FOR WRITING COMPLAINT LETTER
Try to keep your complaint letter as brief as possible
Be careful not to lose your main points in a long letter
Be clear and strightforward
Try not to repeat your self
Onece you have eplained your concerns politel, explain what you would like to acheive as a result of your complaint
Make sure letter is dated and signed
Keep a copy of letter
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RELEVENT LETTER WRITING PRINCIPLES...................................................................................................................
Prompt Response
Core and Courtesy
Sincerity in Approach
Polite and Convincing
Tone
Heritage Consideration
