How To Write An Effective Letter of Complaint to a Company: Step by Step and Sample Letters
Writing A Letter of Complaint
We've all been there when a company doesn't leave us satisfied with their product. Buying an item which is faulty, of poor quality or simply does not exceed your expectations should always be addressed. Sometimes, a restaurant may serve you food which is not what you were expecting (hair in the meat, anyone?).
Whilst people are generally happy with a product or service, sometimes the company can make an exception or just leave you down completely.
Receiving a faulty product or being treated badly by a waiter shouldn't go unnoticed! Issues like these can be easily resolved - with a letter or email of complaint.
This guide will go step by step through writing a letter of complaint to a company which will help you to make an effective complaint to a company and get results! You will also get exclusive top tips and sample letters to help you.
Why To Write A Letter of Complaint
Many people ignore a product which lets them down by not doing anything at all. As a consumer, you have the right to get your product refunded or replaced by another. Here are some reasons why writing a letter of complaint is effective:
- The company will be notified of any faulty products in their line which could cause more hazard to others. By contacting them, they can see why it was faulty and prevent it from happening again.
- Companies hate to see a dissatisfied customer so you have a good chance of getting your product replaced or refunded.
- For beverages and foodstuffs, instead of a replacement, you can receive free coupons or even free products! Companies always stick these in to sweeten you up.
- A restaurant or other company providing a service can be brought to the attention of a member of staff who may not be doing their job properly.
- If something isn't right, fess up! You paid your money for that product or service so you should have a high-quality product. Never stay quiet about it, because you will get your issue resolved pretty quickly!
Letter or Email?
It can be hard to decide whether to write an email or a letter. Both of them have their advantages and disadvantages but it is generally preferred if you wrote a hand-written letter. This is because the company will take you more seriously and can mail the repair/replacement to you a lot quicker.
However, some companies (such as Apple) do not have a valid address you can write to for a repair so you will have to email them to the relevant department.
Step 1: Starting
The first thing you need is the
- address of the company headquarters in your country
- the department you will send it to
It may be difficult at first to find the place where to write to because companies may not show where their base are very effectively. More than likely you will be able to find their contact information on:
- a warranty or guarantee page supplied with your product
- their website. Click on the "Contact Us" or "About Us" links which contain the relevant information
- the product itself. Food and drinks usually have contact information on their packaging so make sure to check them! You would be surprised that the information is in the easiest of places.
Once you have their address, make sure to check the relevant department which you will be sending the letter to. For small services such as restaurants, there is no need but for high-power companies (Unilever or Pepsi, for example), a department will be needed. On their website, the company will specify where to send your letter whether it is technical, customer service or so forth.
Step 2: Greeting
Once you have that pesky address found out and ready to go, you can start the letter!
- The first thing you need to do is to put the address of the sender in the top right hand corner and your address in the left-hand corner. This is for the sake of formality, which always adds a nice touch to your letter.
- Next, write Dear Sir/Madam if you don't know who the customer service representative is. If you are writing to a manager or CEO, write Dear Mr/Ms.....
Then, you begin the actual body of the letter which will be the centre of attention for whoever will be reading it!
- Begin by saying that you purchased an item in whatever store on whatever date. For food mention the expiry date and store code. For anything else, that is relevant. eg: I recently purchased a 2L bottle of Pepsi Max in Super Stores on 19th November 2014. The expiry date of the bottle was 30th November 2014 and the code on the bottleneck read 113A.
- Say that you always expected the highest quality from that company and that particular day, your expectations were dampened, eg: I always valued TechnoPC highly and trusted each and every one of your laptops. I went into Super Stores to purchase a laptop with the same expectations but my experience with the laptop deems that statement untrue.
Step 3: What Is Wrong
The next part is the most important because it mentions exactly what happened when you used the product or attended the service.
- Say what state the product was in when you opened the packaging and what exactly is wrong with it. If you cannot identify what is wrong internally, just say that it is not working correctly and the company will look into it, eg: I found that the camera was not functioning correctly. Every time I turned the camera on, it would enter the photo gallery. This did not allow me to take a picture as it only allowed me to access the gallery.
- If you are talking about a service, state what happened in your visit, eg: When I had an appointment with the hairdresser by the name of "Lizze", she spent 30 minutes talking to her friends to and I ended up waiting for a very long time!
Tips For This Section:
- Remain calm at all times. Don't become infuriated, you have every right to be but imagine how many complaints the customer service team received that day. The reader could get frustrated, annoyed with you and throw it away deeming it as false or spam.
- Stay concise, do not waffle up your letter with irrelevant statements such as saying what a waste of money it was, how much you suffered or what a bad product it is. They simply want to know what is wrong and fix it, they usually never read even half of the letter, only the key sentences.
- Be as precise as possible when saying what is wrong with the product or service. This will save a lot of time for the company.
Step 4: Fixing The Issue
In this section, you will say what you want to be done to fix the issue. You have a number of options which you can request to the company including:
- A refund for the product
- A voucher to be used with any of their range
- The product to be repaired
- A change to their service such as serving more high-quality food, hiking up the hygiene or a change in the attitude of staff.
- Food coupons
Examples: I would like a full refund for my camera as I would like to purchase an alternate camera instead.
To amend the issue, I would like a fully repaired phone which is capable of taking images because currently, the function for doing so is not working.
I would like coupons which I can use to purchase other foods because the crackers I bought from you were inedible.
Say what you would like the product to be like in the future if you were to purchase it again, eg: I hope that this issue will not happen again for other customers and that I will always receive the highest quality from your products.
Step 5: Enclosing Documents
If you have any pictures which you would like to enclose (particularly for emails), reference pages such as guarantees, warranty pages or receipts, you will need to mention so in the letter.
- Say that there is a warranty/guarantee/receipt enclosed.
Examples: : "Please find attached a copy of my original receipt, along with the alarm clock's guarantee page and information regarding the serial number."
If you have a damaged product that you would like to repair, make sure to mention this also.
Example: Please find also enclosed, the faulty camera which I referred to in my letter.
Step 6: Setting A Time Limit
Why set a time limit? Well, companies receive tens of letters each day, if not hundreds. Chances are, it can take from 6 weeks to 3 months to get a response from a company and if you want a repair, it will take even longer. Now that's a pretty long wait!
Most companies will take a look at your letter about 2 weeks after you send it, because of the backlog. To avoid them throwing it on the backburner, you can set a time frame when you want a response. Now that's nifty.
Examples: I would like a response at your earliest convenience, during any time from 16th August to 30th August. That would be greatly appreciated.
I would like the repair to be completed and sent to my home any time from 13th May to 27th May.
Have you ever experienced a faulty product or unsatisfactory service?
Step 7: Conclusion and Signing-Off
You can finish your letter by saying that you hope the issue will be resolved and sign off with Yours Faithfully - if you don't know their name or Yours Sincerely - if you know their name.
Example: I hope that this issue will be resolved and I have utmost confidence that you will amend the problem.
Send off your letter and you should expect a response within the time frame you stated.
What You Need To Say
Example - Product
Address of department and company on left. Greet with Dear Sir/Madam
Address, Dear Sir/Madam or Dear Mr/Ms Blakey
You bought a product in _store_ on _date_. Give other relevant information such as reference codes, warranty details, guarantees and expiry dates for food.
I recently bought the Pastel Lavender Curtains of dimension 1.5m x 2m in Super Stores, Bakers Lane on 12th September 2014. The reference code for the curtains is 338J.
What was wrong with the product or service? Be brief, precise and concise. Mention exactly what is wrong with the product.
The curtains had a rip on the outside seam which is very noticeable and it cannot be fixed without damaging the fabric.
State how you would like the problem to be fixed, what will amend the issue? It could be a refund/repair/replacement/change in the service/coupon/free products
To amend the issue, I would like a fully paid replacement of the curtain type mentioned above.
Give a suitable time frame for a response. You may mention also that there are relevant documents enclosed, ie: guarantees, receipts
I would be pleased if you could send the replacement any time from 6th June to 15th June. Please find enclosed the receipt with the necessary details and the 1 year guarantee.
Conclude by saying you hope they will fix the problem and sign off.
I have utmost confidence that you will send the replacement and amend the issue. Yours faithfully....
Time To Get Working, Customer Service!
Sample Letter 1: Faulty Smartphone
I recently purchased a Samsung Galaxy S5 smartphone at Super Stores, Baker Street, London on the 17th July. The guarantee is valid for one year and the reference number on the box said SSF319.
The smartphone was faulty and I am very disappointed in your products. The smartphone keeps displaying the menu screen but does not allow me to access applications or open a new window. The screen remains frozen on the menu screen.
I am asking you to repair the phone at your earliest convenience, preferably within the time frame stated below.
Please find enclosed the guarantee supplied with the phone along with the receipt that the store gave me when purchased. You will find all the necessary reference codes on these documents.
I would like to receive a response within the time frame 27th July - 10 August and I would like the phone to be fully repaired and functioning normally.
I hope that this does not happen again and to other customers. I will continue to be a customer of yours if the issue is amended. I hope that the problem will be fixed and I have utmost confidence that it will.
Sample Letter 2: Poor Service at Restaurant
I am writing to detail my disappointing experience at the Taco Hut, on Wednesday 26th July. As a regular customer of yours, I am very upset to say that I had a most horrendous experience at your restaurant.
When I ordered my tacos, the staff completely delayed the process by ignoring my order! When I asked them could I order, they took it but were very snappy and rude. One member of staff by the name of "Emma" served the order but it was not what I ordered in the first place. She would not change the order and I was left to eat food which I did not ask for in the first place!
I think that the staff need a change in attitude towards their customers. I would like them to do their job correctly and be friendly and helpful. Their snappiness and "ugh, another customer" attitude should disappear. and The only way to a successful restaurant is with friendly staff who are willing to help out.
I will continue to be a customer of yours once the issue has been amended. Please notify me when there has been a change.
The following top tips will help you in your course to getting the issue resolved!
- Be concise. Any kind of fluffing or ranting on about the issue will only result in confusion and frustration for the reader and that's the last thing you want! Companies want concise, formal letters which can be easily scanned and then used to retrieve vital information such as what is wrong, the time frame you want a response and what will fix the problem. This will make the process swift and easy.
- Don't swear, get nasty or show a temper! That is a very bad vibe to give out and will only make matters worse!
- Don't make any threats to the company unless you have consulted a solicitor. For small issues such as faulty products, there is no need to make any legal threats.
- Make sure to give them the impression that you will continue to be a customer of theirs if they resolve the problem. If you say that you will never buy their products again, they may ignore your letter and never fix the issue. But by saying that if they refund you/change matters, then they will do so to keep you as a customer.
- Give a time frame when you want an answer or resolution. This keeps things swift and running smoothly. With no time frame, the company may not reply for weeks.
All comments are appreciated! Did you ever experience an unsatisfactory product or service? Share your experience below. Thanks for reading!
© 2014 Susan W