How to Write a Complaint Letter to a Company
Advocating for yourself is an important skill to learn. There is no reason for consumers to be unhappy with the goods and services they receive. A respectful and thoughtful, but firm, letter of complaint can often turn a lemon into lemonade. Here is how to do it.
Steps
1.Be polite. Being rude won't get you anywhere. Write in a respectful tone.
* State facts; don't accuse.
* Remember that the company to which you are writing probably isn't out to get you. Rather, it has an interest in its customers' continued satisfaction.
* If you're furious, either wait to write your letter until you have calmed down, or wait to send it until after you have calmed down and had a chance to rewrite it.
2.Get to the point. State your case, and only give the facts that are pertinent. Try to keep your letter on a single page, or under about 200 words.
3.Send copies of supporting documentation. receipts and bills of lading as well as checks you sent and, if appropriate, photos or videos, etc. All documentation should go with your letter.
4.State specifically what outcome or remedy you want. If you want a replacement, refund, or repair, say so. It will help to avoid receiving a form letter or other stock response. If you would like the company to correct a broader problem, state that, too, but recognize that such a thing may take time.
5.Never threaten legal action. If you intend to go that route, send your letter first, then if the response is not adequate, write to a supervisor and then see an attorney. He will know just what to do if the supervisor's letter receives an unsatisfactory response. Legal action is your last resort and leading with it in your letters sets a negative tone and may come back to bite you if your bluff is called.
6.Work up the chain of command. Each time you move from customer service rep to supervisor to director to Vice President to CEO, you should attach the correspondence you have had at the previous level. This will update your new company representative and very possibly get the matter resolved in a non-litigious way. If you go right to the top, chances are the CEO is not going to know what you are talking about or why you are upset. He will only have half a story (yours) and if he investigates, will not know who to talk to.
Tips
* Do not write the letter at the moment when you are angry; wait until you have calmed down. Take some time and reflect on what has occurred. When you have thought the whole thing out and know just what you want and how you want to ask for it, you will be ready to write your letter.
* You do not need to send sworn letters of witnesses. In fact, if you think you might wind up in court over this, you might want to hold back not only the witness's statement but her name as well. Remember, too, that court is likely to be costly. It is better in many cases to seek an agreement
* Be sure your letter includes your name, address, e-mail, and phone number (home work and cell if possible). Also, be sure to ask for the reader's information as well so you can be kept and keep them up to date on your case.
* Submitting your complaint in writing has a stronger effect than sending the company an email (or comment left on their website). Most companies treat actual written complaints with a higher priority.
* If you are writing to complain about a specific person, limit your letter to their shortcomings and do not disparage the organization as a whole. If you are writing to complain about a policy of the company, do not insult the listener or the policy; just state your problem and how you want it to get fixed.
* There are consumer websites where you can voice your complaints as well as see if others have been in the same situation with the company.
* Keep copies of all correspondence and the dates your letters were sent.
* Read it over and be positive that everything is sincere.
* Don't swear. Remember that what you want is recompense or resolution, and offending your reader will not accomplish that. If you'd like to use stronger language, avoid the passive voice and use words that are more direct and descriptive. Perhaps you were appalled or even revolted, stronger words than simply disappointed.
Warnings
* It is illegal to write a letter that contains threatening language. A threat, even of lawsuit, can be interpreted as harassment and grounds for punishment in a court of law.Source URL: http://gbejadacosta.blogspot.com/2010/12/how-to-write-complaint-letter-to.html
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