Letters of complaint
Writing a formal letter of complaint remains an effective way to alert a company to a problem. This page includes guidelines for structuring your complaint, suggestions for style, and example letters.
Preparing to write
Before you begin your draft, gather all the information you will need to include in your complaint. This information may include the time, date, and location that you purchased faulty goods or services, reference or invoice numbers, and records of previous communication with the company. To support your complaint, you may need to enclose copies of documents such as receipts with your letter.
How to structure your letter of complaint
Your letter of complaint should follow the standard composition format for a formal letter. See how to lay out a letter.
Below the recipient’s address, include a subject line to indicate the product or service that you are addressing in your complaint. In the first body paragraph, open with a sentence that immediately draws the reader's attention to the matter, e.g.:
I am writing to complain about the faulty installation of my air conditioner.
I wish to express my dissatisfaction with my stay at your hotel.
Follow the opening sentence with a summary of the events that prompted your complaint. Be sure to include exact dates and times, and give all the relevant information in a clear and logical sequence.
In the next paragraphs, you should outline what steps you have taken thus far to resolve the matter and describe the consequences of the faulty product or service. Adding specific details, such as additional costs you have incurred to replace a faulty product, will strengthen your complaint. If you have had previous communication with the company, be sure to note it in your letter; include reference numbers where applicable.
In the final body paragraph of your letter, you should state your expectations of how the company should resolve the matter, including specific actions and deadlines, e.g.:
I would appreciate it if you could replace the missing part by next week.
Please let me know as soon as possible what action you propose to take.
I look forward to hearing from you within the next ten days.
Suggestion: Take a calm and focused approach
Keep your complaint focused on the exact incident that prompted your letter. Do not veer into generalized criticism of the company, and avoid personal attacks and abusive language. Even though you may be quite frustrated and angry, maintain a calm, gracious tone in your complaint. Expressing optimism that the matter will be resolved will produce a more persuasive letter than berating the reader for the company's mistakes.
Examples
5 High View
Birmingham
B15 3DA
22 August, 2010
Mr R. T. Black
Customer Service Department
Sunny Holiday Company
P.O. Box 4
Birmingham
B5 1CB
Re: Holiday reference number CT2118M
Dear Mr Black:
Following our telephone conversation earlier today, I am writing to give details of
my dissatisfaction with my stay at the New Hotel, Los Christianos, Tenerife, on 10–
18 August 2010, which I booked with your company for me and my family.
My central complaint is that the hotel fell far short of the description in the
brochure. We had booked two double suites, in rooms 213 and 214. Although the
rooms were billed as four-star accommodation, they were very cramped, and the
furnishings were worn and dirty. In addition, the shower in room 213 did not work.
The hotel’s grounds, described in the brochure as “pleasant, tranquil, and spacious,”
were in fact bordered on two sides by a very busy main road. The swimming pool
was closed the entire week for repairs.
When we spoke to your representative, Tracey Mills, she promised to try to get the
shower fixed, but this took an unacceptably long time to happen—three days from
when we first complained. I asked her to fill out an accommodation report form
detailing these issues and I enclose a copy for your information, together with
photos of the bedrooms and the hotel grounds.
As I stated in my telephone call, I feel that we are due a full refund for this hotel stay
as it failed to meet the description in the brochure, and it ruined our holiday. I look
forward to hearing from you within the next two weeks.
Sincerely yours,
Maria Johnson