1. Writing Complaint letters
Heather Nelson
English 304

2. Outline Steps for complaint resolution Purpose of Complaint Letter
Tips for writing a Complaint Letter
What To Include
Sample letter
Sources

3. Complaint Resolution
Before starting- Start a file or log to record all contacts and documents.
Contact the seller.
Contact the manufacturer.
Contact Industry Trade Associations.
Contact local and state Consumer Protection.
Contact the local BBB.

4. Purpose of Complaint Letter
Know your purpose and stick to the point.
Clearly make complaint.
State directly why you are making the complaint.
Indicate what they can do to address your complaint and in what time frame.
Explain why your request should be granted.

5. Tips For Writing Complaint Letter
Get the facts
Type letter (if possible)
Keep letter short and concise without leaving out any facts
Remain diplomatic and courteous

6. Tips For Writing Complaint Letter
Include copies of documentation, do NOT include originals
Keep copy of letter for your records

7. What Information To Include
Describe purchase
Name of product (Serial Number)
Date and place of purchase
State problem
Give history
Ask for specific action
Allow time for action
State how you can be reached
Enclose copies of documents

9. Don’t Get the Results You Desire
Write another letter and be firmer.
Write to someone higher up the chain of command.

10. Questions?
If you have any questions about the presentation feel free to me at
Sample Complaint Website-

11. Sources
Consumer Action Handbook, Washington, D.C.: U.S. General Services Admin., Federal Citizen Information Center, Print.
Heaps, Stacie. "Write Complaint Letters That Get Results." WriteExpress: The #1 Choice for Sample Letters. Web. 06 July <
Loeb, Marshall. "Don't Get Mad, Write A Letter." Pittsburgh Post-Gazette [Pittsburgh] 29 Oct. 2006: D3. Print.