From time to time, everyone experiences bad service, receives a poor quality or damaged product or has a generally unfavorable interaction with a company. By knowing how to put a complaint into writing, the problem can usually be resolved quickly and to the consumer's satisfaction.
Deciding Who to Send a Complaint Letter to
Deciding upon the correct person to contact when writing a complaint letter can be a bit of a hassle. Here are some tips:
- Local or head office. First, think about who would best handle the issue at hand. If the problem is a simple one regarding a specific event at a specific store location, it is probably best to send the complaint letter to the store in question. If, however, the problem is one that encompasses the entire company, or the problem has not been resolved satisfactorily by the local store, sending the letter to the head office is appropriate.
- Send complaint to an actual person, not a department. Chances are very good that if a complaint letter is sent to a general department within a company (for instance, customer service) it will get ignored. Therefore, it is imperative that you get the name of the person who can best resolve the issue. This is the hardest part of writing a complaint, however it is often the most important. Try calling the customer service department and asking for the name of the customer service manager, the specific store manager or, if necessary, a company executive. Once you have the name of the person, do a quick internet search to make sure the letter is addressed correctly. A simple search can sometimes bring up the person's email address, if you choose to send your complaint via the web.
What to Include in a Complaint Letter
First and foremost, a successful complaint letter needs to be actionable. Not only should a brief but complete description of the transpiring events be recorded, but there should be a call for action as well. Think about how you want the problem resolved: Is a refund warranted? A discount on a further purchase? A replacement item? Decide what outcome is desired, and ask for it. After all, this is the purpose of writing a complaint in the first place.
Other information to include in a complaint letter:
- Any specific information regarding the product/service in question, such as part or serial number, date and place where purchase/service was made and a brief description.
- Give a little background about what transpired prior to purchase and how the item/service did not meet expectations.
- Remember to ask for a specific result. How can the company fix the problem to your satisfaction?
- Include a time frame in which you allow for the resolution of the issue, before taking the problem to someone of higher authority.
- Remember to include copies of receipts, documents and other previous correspondence related to the complaint.
- Don't forget to include your contact information (mailing address, phone number and email address) to ensure the response reaches you.
To see a sample of a complaint letter, visit The Consumerist's website. They offer a great template that can be customized to meet any situation.
