1. How to Write a Complaint Letter
Include your name, address, and home and work phone numbers.
Type your letter if possible. If it is handwritten, make sure it is neat and easy to read.
Make your letter brief and to the point. Include all important facts about your purchase, including the date and
place where you made the purchase and any information you can give about the product or service such as serial
or model numbers or specific type of service.
State exactly what you want done about the problem and how long you are willing to wait to get it resolved. Be
reasonable.
Include all documents regarding your problem. Be sure to send COPIES, not originals.
Avoid writing an angry, sarcastic, or threatening letter. The person reading your letter probably was not
responsible for your problem but may be very helpful in resolving it.
Keep a copy of the letter for your records.
Sample Complaint Letter
Name of Contact Person, if available
Title, if available
Company Name
Consumer Complaint Division, if you have no contact person
Street Address
City, State, Zip Code
Dear (Contact Person):
Re: (account number, if applicable)
On (date), I (bought, leased, rented, or had repaired) a (name of the product, with serial or model number or
service performed) at (location and other important details of the transaction).
Unfortunately, your product (or service) has not performed well (or the service was inadequate) because (state
the problem). I am disappointed because (explain the problem: for example, the product does not work properly,
the service was not performed correctly, I was billed the wrong amount, something was not disclosed clearly or
was misrepresented, etc.).
To resolve the problem, I would appreciate it if you could (state the specific action you want—money back,
charge card credit, repair, exchange, etc.). Enclosed are copies of my records (include copies of receipts,
guarantees, warranties, canceled checks, contracts, model and serial numbers, and any other documents).
I look forward to your reply and a resolution to my problem, and will wait until (set a time limit) before seeking
help from a consumer protection agency or the Better Business Bureau. Please contact me at the above address
or by phone at (home and/or office numbers with area code).
Sincerely,
Your name
Enclosure(s) cc: (reference to whom you are sending a copy of this letter, if anyone)
General Letter of Complaint
[Your address 1]
[Postcode]
[Other contact details you may wish to give, phone, e-mail etc]
[Date]
[Name of contact person, if available]
[Title, if available]
[Customer Services Manager, if you don't have a contact name]
[Company Name]
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2. [Company address 1]
[Postcode]
Re: [Account number, product, service etc]
Dear [Contact Person or Customer Service Manager],
On [date], I [bought, rented, had serviced etc] a [name of product with model number, service performed etc] at [location
and other details of the transaction].
I am disappointed because your [product, service, billing etc.] has [not performed as it should, was wrong etc] because
[state the problem as you understand it giving as much detail as possible].
To resolve the problem I would appreciate your [state the action you require e.g. refund, service performed again etc].
Enclosed is a copy/are copies of the [receipt, contract etc].
I look forward to hearing from you and to a resolution of this problem. I will wait for [set a time limit] before seeking help
from [Trading Standards, consumer group, solicitor etc (details of relevant authorities can be found through our
complaints procedures section]. Please contact me at the above address or by phone [give numbers].
Yours sincerely
[Sign]
[Print Your Name]
Enclosures: [state documents you have enclosed , if any]
Cc: [Include Name, Company if you want to send a copy of this letter to someone]
Complaint about goods you have bought
Re: [Account number, goods purchased etc.]
Dear [Contact Person or Customer Service Manager],
On [date], I bought a [name of goods purchased, model number etc.] at [location and other details of the transaction].
I am disappointed because your [name of goods purchased etc.] has [not performed as it should, was faulty etc] because
[state the problem as you understand it giving as much detail as possible]. Therefore this product is not [of satisfactory
quality, fit for the purpose described] as laid down by the law.
To resolve the problem I require you to [state the action you require e.g. refund, repair etc.] whilst reserving my right to
claim against you. Enclosed is a copy/are copies of the [receipt, contract etc].
I look forward to hearing from you and to a resolution of this problem. I will wait for [set a time limit] before seeking help
from [Trading Standards, consumer group, solicitor etc (details of relevant authorities can be found through our
complaints procedures section]. Please contact me at the above address or by phone [give numbers].
Yours sincerely
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3. Complaint about a service provided to you
Re: [Account number, service provided etc]
Dear [Contact Person or Customer Service Manager],
On [date], I [bought, rented, was provided with etc.] a [service performed etc.] at [location and other details of the
transaction].
I am disappointed because [the service you provided, your service etc.] was [unsatisfactory, unfinished, defective etc.]
because [state the problem as you understand it giving as much detail as possible]. This is in breach of our contract as laid
down by the law.
To resolve the problem I require you to [state the action you require e.g. refund, service performed again, rectified etc.]
whilst reserving my right to claim against you. Enclosed is a copy/are copies of the [receipt, contract etc].
I look forward to hearing from you and to a resolution of this problem. I will wait for [set a time limit] before arranging
for the matter to be corrected by a third party at your cost or seeking help from [Trading Standards, consumer group,
solicitor etc (details of relevant authorities can be found through our complaints procedures section]. Please contact me at
the above address or by phone [give numbers].
Yours sincerely
General Tips
Try to make sure your letter is sent to the right person or department
Try and keep your letter short
Be polite as sarcasm or rudeness will not help your cause!
Say what you want for your complaint to be resolved
Give a reasonable timetable for action to be taken before you will consider other options
Keep a copy of letters you write
Letters of complaint
Do
gather all your facts before you start writing the letter, e.g. where and when goods were bought, any
customer reference numbers or invoice numbers, or a record of any previous communication with the
company concerned.
get straight to the point and set out exactly what the problem is.
give all the relevant information in a clear and logical sequence.
state what action you want the company to take and when you expect them to have done this.
enclose copies of any relevant documents that support your case.
Don’t
use abusive language, however frustrated or angry you might feel.
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4. allow yourself to get sidetracked from your specific problem into generalized criticism of the
company or its products or services.
send your letter without checking it carefully for grammar or spelling mistakes.
Structuring your letter
The opening
Start your letter with the greeting Dear Mr (or Mrs, Ms, Miss, etc.) Surname.
If you don’t know the name of the person you are writing to, begin with Dear Sir or Dear Madam; if
you don’t know their name or sex, use Dear Sir or Madam.
The content
Begin with a heading alerting the reader to the subject of the letter, and in your first sentence draw
their attention to the matter you’re going to raise or discuss. For example I am writing to complain...,
or I wish to express my dissatisfaction with ... or Thank you for your letter of ...
Introduce your main point as early as possible, stating your reason for writing in a clear, concise way.
Once you have done this, you may want to give more details, perhaps adding further background or
relevant facts.
In conclusion, you should state what your expectations are, for example Please let me know as soon as
possible what action you propose to take or I look forward to hearing from you within the next ten
days.
The close
The wording at the end of a formal letter follows a standard format:
If you know the name of the person you’re writing to, you should end the letter with Yours sincerely.
If your letter begins with Dear Sir or Dear Madam, it should end with Yours faithfully.
Your own name should be typed out underneath your signature.
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