how to write an effective complaint letter

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Written by Cheryl Hedlund

I am a freelance writer with experience teaching ESL (English as a Second Language) in Korea and in the

U.S. I write to inform and help others on a variety of topics. I am available for writ... - Full profile

Handling customer complaints effectivelyHow to handle customer complaints, why they should be encouraged, what a manager can learn fromthem, how to treat the complainant, keeping customers happy.

By Susan Rand | Published 7/15/2005

Business Complaint Letter Format: Tips for Restaurant and Store Complaints

Takeaways

Write a rough draft and edit the complaint letter for

grammar, spelling and organization.

Even if company employees were insulting and

offensive, consumers should not stoop to that

level.

Give complete and relevant details about the

problem in the complaint letter.

BUSINESS & FINANCE

7

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How to Write an EffectiveComplaint LetterAugust 01, 2008 by Cheryl Hedlund

From Disgruntled Consumer to Problem Solver

Everyone has experienced poor customer service or had problems with defective products. A complaint letter is

sometimes necessary. There are several pitfalls consumers can fall into when writing about a complaint. For the

best chance at positive results, make sure to write an effective letter. These guidelines will walk any

disgruntled customer through the letter writing process.

Proofread and Edit

First write a rough draft of the letter. Edit and shape it into the final, polished form. It is worth the time to

complete the whole writing process. If there are grammatical errors and misspellings it makes the consumer's

message easy to dismiss. Grammar and organization are very important to communicating clearly. The

employee reading the complaint needs to understand the customer's problem. If necessary, get another person

to help proofread the letter. Taking the time to review and revise gives the added benefit of giving time to cool

down. While feelings add passion and drama, they can get in the way in situations like this.

Don't Rant and Rave

Avoid the temptation to vent anger by using insults, offensive words, or useless threats. Unless previous calls or

letters have yielded no results and the consumer has already consulted a lawyer, it does no good threaten legal

action. At that point a letter from the lawyer may be more effective. Even if company employees or associates

were insulting and offensive, do not stoop to that level. It is not constructive and does not make the reader

inclined to sympathize or make any effort beyond the minimum that is required. Keep the tone of the complaint

letter civil and reasonable.

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1 of 3 11/3/2009 11:17 AM

Whether the problem lay with a product, the staff attitude, or a company policy, you shouldfeel comfortable voicing your concerns to any business. If you're looking for a businesscomplaint letter format, consider these tips for organizing your feedback.

Being a smart consumer doesn't only mean knowing when the best sales are. The wiseshopper is armed with many tools to get the most value for their dollars and time, andlearning how to complain is part of the game. Here's what you need to know.

No matter what type of business you run, there will come a time when one of yourcustomers has a complaint. In order to maintain positive customer relations, you must knowhow to deal with customer complaints.

By Bartleby | Published 5/2/2006

THE DEVASTATING IMPACT of CUSTOMER COMPLAINTSYou can lose 500 cusotmers for every one your markeitng attracts if you don't do everything possible toprevent and deal with complaints.

By Anthony Hernandez | Published 11/9/2006

How to Write a Successful Complaint Letter

By Sabah Karimi | Published 1/11/2007

How to Deal with Ecommerce Customer ComplaintsIf you run an ecommerce business online, there will come a time when a customer complains aboutsomething. While it may be disturbing to have someone complain about the product you sold them themost important thing to do is not to take it personally.

By Melanie L. Marten | Published 1/25/2007

Five Methods for Dealing with Customer Complaints

By Melanie L. Marten | Published 1/29/2007

Time Warner: A Customer Complaint LetterEnjoy reading a real customer complaint letter sent to Time Warner Cable.

By Jamie Sue Austin | Published 4/16/2007


2 of 3 11/3/2009 11:17 AM

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Thanks for sharing.

Posted on 10/30/2008 at 12:10:33 PM

I've written a complaint letter in the past and I agree it is important to not come across as angry, but

civil. Sophie

Posted on 10/12/2008 at 10:10:47 AM

Awesome tips here. Thanks for a thoroughly helpful article!

Posted on 09/16/2008 at 8:09:30 PM

Great tips! Most complaint letters are written when one is angry indeed. And you're right that angry

letters that don't provide enough detailed info are most likely not very effective. :o)

Posted on 08/24/2008 at 9:08:02 AM

Super advice!!

Posted on 08/06/2008 at 5:08:02 AM

Very useful article.

Posted on 08/03/2008 at 9:08:31 PM

The best point here I think is to be nice! Write your first draft but if you're angry, put it aside for a day

and then go back as if you're the one getting it! Send it when your anger has subsided. Good advice.

Posted on 08/02/2008 at 10:08:11 AM

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