How to Write a Complaint Letter

Tips and Tricks to Writing an Effective Claim Letter

Dec 19, 2008 Geraldine Eliot

Easy to follow tips on how to write a complaint letter (sometimes called a claim letter) that gets results, whether for a refund, a repair or an apology.

Everybody has experienced the frustration of something going wrong – an airline loses luggage, car repairs aren’t done properly, a package does not get delivered. The mistake a lot of people make is not to complain; the second mistake is not to complain effectively. Companies want to keep their customers and therefore the majority of the time will do what they can to stop any bad publicity or lose business. However, if they aren’t alerted properly and in a timely manner, they may not react.

Purpose of a Complaint/Claim Letter

When something goes wrong, or damage or loss has been caused by the reader or the reader’s organisation, one makes a claim (these days, usually by email). The purpose of the complaint/claim is not for the customer to vent their anger, but to resolve an issue and get a response (preferably in the form of an action). The reader has to be persuaded not only that they are in the wrong, but that they need to correct that wrong. In order to appeal to the reader, the problem has to be approached from their point of view and written in a way that will get the correct response.

Elements of an Effective Complaint/Claim Letter

Write the letter once the immediate anger has faded and not too long after the issue has come up. The letter should not alienate the reader through rude or offensive language and tone, so don’t send off an insulting email immediately - start with a draft. Use the following guidelines to compose the letter:

• Address the letter to the correct person (by name) and ensure this is who is in charge of responding to complaints
• The subject line of the letter should identify the transaction (e.g. flight number, invoice number, delivery date)
• State the problem, loss or damage clearly and concisely in the opening line of the letter
• Write in a neutral and objective tone (avoid any accusatory or derogatory comments)
• Give specific information (e.g. names, dates, events) and a specific cost break down
• Give the facts only and be honest about losses or damage incurred
• Don’t insult the reader or the company, but give evidence to show they are at fault
• Assume that the error was inadvertent (presumably this was not a personal attack)
• Close the letter with a clear, specific explanation of what you want them to do about the problem (e.g. refund, replacement product, more repairs)
• Give a specific deadline for the action, full contact details and full name
• Follow up with the reader if there has been no response by the deadline, but do so politely
• If there is still no response, find out who is highest up in the company and contact them

Final Thoughts on Complaint/Claim Letters

Maintain a positive, reader-centred tone. This will help keep the reader sympathetic and therefore ensure they are more willing to do something to rectify the situation. Give enough details to guarantee that all the reader’s questions will be answered (why? when? where? who? how?) and stick to the facts. If it is easier to call the company to complain, still begin by writing everything down using the tips and tricks above to make sure that the complaint is made politely and effectively. Stick to the script and try to stay calm and polite.

Following these easy guidelines can ensure that any complaint or claim letter gets the right results quickly, preferably in the form of a large refund!

The copyright of the article How to Write a Complaint Letter in Technical/Business Writing is owned by Geraldine Eliot. Permission to republish How to Write a Complaint Letter in print or online must be granted by the author in writing.

Writing an Effective Complaint Letter