1.
Be polite and
neutral/formal. Avoid sarcasm- although personally satisfying, it is less
likely to predispose the recipient to help you.
2.
Paragraph 1 should
detail the fact that you are complaining and mention the general nature of the
complaint (bad service, poor food, poor accommodation) plus dates of the trip.
3.
The next paragraph(s)
should establish the situation (your expectations and how they were not
fulfilled)
4.
Also explain what
steps you took to resolve the problem at the time
5.
The final paragraph
should state what you expect from the recipient: a full/partial refund, an
apology, etc. Otherwise you're just complaining.
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OPENING
PARAGRAPH: State the reason
for your complaint.
Useful
phrases:
· I am writing to complain about the quality of a
product I bought from your website
· I am writing in connection with my order FS699 which
arrived this morning
· I am writing to draw your attention to the negative
attitude of some members of your staff/ some people in your customer’s
service.
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BODY: TWO OR THREE PARAGRAPHS:
1. Give all relevant
information in a clear and logical sequence.
a. My order dated 16 September
clearly stated that I wanted... however you..
b. The product I received was
well below the standard.
2. Outline what steps you have
taken thus far to resolve the matter and describe the consequences of the
faulty product or service. Adding specific details, such as additional costs
you have incurred to replace a faulty product, will strengthen your
complaint. If you have had previous communication with the company, be sure
to note it in your letter; include reference numbers where applicable.
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CLOSING PARAGRAPH: Request for action to resolve the matter.
· Please replace the faulty
goods as soon as possible
· I must insist on an
immediate replacement
· Unless I receive the goods
by the end of the week, I will have no choice but to cancel my order.
· I hope that you’ll deal
with this matter promptly as it is causing me considerable inconvenience.
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I look forward to hearing
from you.
Yours faithfully/sincerely
Signature
Full name
EMAIL OF COMPLAINT ABOUT A FAULTY PRODUCT |
Subject: EasyIron Electric Iron (Model No. 2279)
Dear Sir or Madam,
I wish to express my dissatisfaction with the above iron, which I purchased from The Electrical Store in Newtown on 10 October, 2015. On using it for the first time, I found that the temperature control was faulty; it was not possible to set it for any temperature apart from the highest, for cotton.
When I attempted to return the iron to the store, the cashier said that the store was unable to replace it or offer me a refund but advised me that it could be sent away for repair. As I need an iron on a daily basis, and it was not clear how long a repair would take, this option was unsatisfactory. As the iron clearly does not function as it should and therefore does not comply with the legal standards of product quality, I am writing to you to ask for a full refund of the £35.99 retail price.
I look forward to hearing from you within the next two weeks.
Yours faithfully,
Jenny Hawkins
EMAIL OF COMPLAINT ABOUT A DISAPPOINTING HOLIDAY
Re: Holiday reference number CT2118M
Dear Mr Black,
Following our telephone conversation earlier today, I am writing to give details of my dissatisfaction with my stay at the New Hotel, Los Christianos, Tenerife, on 10– 18 August 2010, which I booked with your company for me and my family.
My central complaint is that the hotel fell far short of the description in the brochure. We had booked two double suites, in rooms 213 and 214. Although the rooms were billed as four-star accommodation, they were very cramped, and the furnishings were worn and dirty. In addition, the shower in room 213 did not work. The hotel’s grounds, described in the brochure as “pleasant, tranquil, and spacious,” were in fact bordered on two sides by a very busy main road. The swimming pool was closed the entire week for repairs.
When we spoke to your representative, Tracey Mills, she promised to try to get the shower fixed, but this took an unacceptably long time to happen—three days from when we first complained. I asked her to fill out an accommodation report form detailing these issues and I enclose a copy for your information, together with photos of the bedrooms and the hotel grounds.
As I stated in my telephone call, I feel that we are due a full refund for this hotel stay as it failed to meet the description in the brochure, and it ruined our holiday. I look forward to hearing from you within the next two weeks.
Sincerely yours,
