How to Write a Complaint Letter
A well written complaint letter will often get a business’s attention more effectively than a phone call or email message. There is something about a written letter that implies you are serious about your complaint.
First make sure you have the correct address to send the letter to an appropriate individual or office within the business. If you are unsure to whom the complaint letter should be directed you should call the company or check the company’s web page to identify the appropriate person or office to which a complaint letter should be directed.
A well written, courteous complaint letter should clearly state the purpose of your letter and the outcome or resolution you would like to see to rectify your complaint.
It is always a good strategy to begin your letter with a positive comment. For example, if you have had positive experiences with this company in the past mention those positive experiences.
State diplomatically, plainly and directly the reason or cause for your complaint and what you would like to see the business do to address your complaint including a reasonable timeframe for the suggested resolution. Avoid using sarcasm or threats. Keep in mind, in most instances, the reader of your letter will not be the person responsible for the problem you are complaining about so why insult or alienate them. Your chances for an amicable resolution are better if the person responsible for resolving complaints is on your side.
Make sure the facts in your complaint letter are accurate and legitimate. Include important dates, locations and other relevant information such as the specific product numbers or specific type of service and dates of service you are complaining about. Include with the letter copies of any relevant documents such as invoices or receipts (never send the originals).
Conclude your complaint letter by mentioning that you would like to continue doing business with the company and are looking forward to the company resolving your complaint in such a manner that it is possible for you to continue to have confidence in their product or service.
Emphasize in your conclusion why it is in the company’s best interest to grant your request. Usually mentioning how important it is to maintain the company’s good reputation for quality products or services is appropriate. Sometimes it may be appropriate to appeal to the company’s sense of fairness or justice. Close by thanking the reader in advance for taking the time to resolve your complaint.
Make sure your letter is dated, written clearly and concisely and signed. Type the letter on a computer that has a spelling and grammatical check. Nothing distracts from your message more than misspelled words or grammatical errors.
Keep a copy of the complaint letter.
If you do not receive a response within the timeframe you provided in the letter consider a second letter to the same individual or office asking them to follow up on your complaint and mentioning the next steps you are going to take if you do not hear from them in a reasonable time. A second option is to immediately send a letter to someone higher up in the organisation with a copy of your original complaint letter.
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{ 8 comments… read them below or add one }
Good day
I have a complaint agains Barclays Bank of England. How can I go about to lodge this?
I reside in South Africa
I would like suggest an almost foolproof addition to complaint letters. At the bottom, after your signature, write cc. name of solicitor
name of MP
It has worked for me with a large energy company.
Good day
I have a complaint against Barclays Bank of England,How do I submit such a complaint ?
I need to raise a complaint against london underground oyster system.
I have been penalised for not pasting my oyster card at a barrier, when there was no barrier at the exit.
I have been unable to locate an address to write to.
Pls can you help provide me with a department and postal address for forwarding a complaint to London Underground.
Booked family holiday with thompson for 50th birthday on line after booking realized booked wrong hotel so tryed to ring to upgrade spent a whole day on phone nobody answers there phones all of which are either 5p or 10p a minuate when i did get through on payments line they put me through to the same line i had been on all day realy dreading my phone bill will cost has much has the holiday./ i also rang the thompson shop to get told there was nothing they could do because they use same line has me and they use different computer site always went on holiday with thomas cook but thought have change for birthday/ i would cancel holiday but think i would lose a lot money because seven in are party i think they need to rethink there customer service of which there is none @also pay my phone bill .
I AM WRITNG THIS COMPLAINT BOUT A NEIGHBOUR WITH THEIR DOG THEY HAVE A STAFFORDSHIRE BULL TERRIER AND HE DOES ITS MESS ON THE BACK GARDEN AND I HAVE A 8 YEAR OLD SON AND WHEN THEY LET HIM OUT I AM SCARED FOR MY SONS SAFETY AND HIS FRIEND THAT ALSO COMES DOWN I WANT TO BE MADE SAFE IN MY OWN HOME.WHEN THE DOG DOES ITS MESS THEY NEVER CLEAN IT UP AND ITS A HEALTH HAZZARD AND ITS NOT ON AT ALL.THE PEOPLE WITH THE DOG LIVES AT 71,CLUMBER STREET,WARSOP,MANSFIELD,NOTTINGHAMSHIRE,NG20 OLS
Dear Sir/Madame,
I am writing to let you know why from now on I will choose Tesco’s over Sainsbury’s after many years of loyalty of spending £100-£200 on monthly shops as well as in between shops and petrol.
Today, 22/6/10, I was disappointed at the arrogance of a girl sam on Customers Services and even further from her manager Dave’s arrogance. I mentioned a Hello Kitty vending machine on the Lordshill, Southampton Sainsbury’s branch was not working, I am not concerned about the £1 it took off me neither am I concerned about who is responsible but I am concerned about the way I was spoken too, this is not the first time that I have had this problem in this particular branch of rudeness but enough is enough so thought I would mention why I will no longer be using your store.
I know from experience that nothing will be done as everyone seems to look after their own so I expect no results from my complaint which will no doubt be ignored but I suggest that you remove these machines off your premises if you have no responsibility for them. I must point out though that if they are on your property then I feel that you should have some obligation and also may I suggest that some of your staff need serious training on how to treat customers, in this case the young lady Sam and the even more arrogant manager Dave who didn’t seem too bothered about helping in any way, they didn’t even put up a notice to inform future customers the machine was not working or at least to my knowledge they didn’t.
Anyway hello Tesco’s goodbye Sainsbury’s, I refuse to be treated in such an arrogant way and look forward to being treated as the loyal customer at Tesco’s as I have been to Sainsbury’s in the past.
I wish to complain that I sent in a complaint letter on the 8th July to this web site competition entitled, ‘A great holiday for insomniacs ‘ and had an email stating that I would hear shortly, but to date ( 28th July) none has arrived.
regards ,
Shirley