LETTER OF COMPLAINT

Write Letters of Complaint About:  Billing/collection/financial/ordering errors  Children: misbehavior/damage by  Delays: late shipment/refund/merchandise/supplies/payment  Employees: incompetent/rude/inappropriate behavior  Legislative Problems: high taxes/unfair laws/pending bills  Merchandise: defective/ damaged/ dangerous/overpriced/missing parts/misleading advertising/bait and switch tactics  Mistakes, Misunderstandings, Personal Errors  Pets: damage by/attacks by  Policies: unfavorable/restrictive/discriminatory

What do I include? 1. The problem 2. Factual Details  Date/time  names 3. Relevant Documentation  Warranties  Guarantees  pictures 4. Why does the problem need to be resolved? 5. Explain what you expect from the person or company. 6. State when you want action to be taken. (deadline) 7. Include your name, address, and phone number.

Tips on Writing:  Write you letter soon after the incident or problem; details are fresher in your mind, and your chances of getting a good response are greater.  Be brief: a one-page letter has the best chance of being read.  Be courteous: the person to whom you are writing may have had nothing to do with the error and will be more willing to help you if you are calm and reasonable.  Focus on one complaint or issue per letter.  Complain to one who can help you. There’s nothing less effective than writing a great letter to the wrong person. In general send a complaint letter to a specific person.

What don’t I include?  “I want”  “I feel”  “I need”  Sarcasm  Accusations  Abuse  Negativity  Threats  Blaming  Exaggerations

Words to use  Adjustment  Concerned  Disappointe d  Flaw  Inconvenient  Misleading  Resolve  Reimburse  Unfortunate  Incident  Overlooked  Unjustifiable  Displeased  Mistake  Mishandled  Action  Compensati on  Repair  Unprofessio nal  Insufficient  Replace

Format:  Business letterhead, business-personal stationary, or personal letterhead are all good choices for a complaint letter  Type the letter if possible. If you must handwrite it, be sure it is legible and neat.

Sample letter Dear Mr. Thorton, This is the third time we have contacted you about your dog, Buck. The neighborhood children continue to be frightened of him, and refuse to play outdoors when he is in your yard. There have been several reports of him snapping at the children. When would be a good time to discuss this situation with you? We would like to come to some agreement without going to the authorities. I hope to hear from you very soon. Sincerely yours, How to Say It –Rosalie Maggio