Complaint Letter - introduction, explaination, method and sample

 What is Complaint letter? What points should be kept in mind while writing it?

Complaint Letters

Introduction:

Writing a complaint letter is often an undesirable task, but if it is done well, the end result can be very rewarding. Complaint letters can be used for the purpose of having products replaced or money refunded, for changing company policy or government legislation, for influencing the media, and so forth.

Definition:

"A letter which contains some complaints is called complaint letter." Or a letter which is written to the vendor by the buyer to inform him of some complaints regarding the goods purchased is called complaint letter.

Importance:

Often a complaint letter is more effective than a simple phone call or e-mail message. Furthermore, in many cases, the formality of a complaint letter can add seriousness to the situation that will bring results. When writing your complaint letter, identify a definite purpose and outcome that you want to achieve, and indicate those ideas clearly in your letter.

Purpose

The mistakes against which a complaint letter may be written are give below

Goods:

1. For the delivery of damaged goods
2. For the delivery of wrong goods
3. For the delivery of defective goods
4. For the shortage of goods delivered
5. For the poor quality of goods delivered
   Services:

1. For the late delivery of goods
2. For unsatisfactory services and dealings
3. For not giving due care to the letters sent
    
   Steps for Writing Complaint Letters
    

1. Fair complaint:
         Before writing the letter, make sure that you have the facts straight and that your complaint is legitimate.
2. Ensure correctness:
         Type your letter if possible. Use a spell checker, or have someone proof read your letter. If it is handwritten, make sure it is neat and easy to read.
3. Be brief and relevant:
         Generally keep your letter short and concise. However, do include all important facts. Include important dates or places (for example, when and where you bought the product or received the service), and include any additional relevant information you can (such as the product number or type of service).
4. Be courteous:
         While writing your letter, remain diplomatic and courteous at all times. No matter how justified your complaint may be, do not allow your letter to become angry, sarcastic, or threatening. Keep in mind that the person that reads your letter will often not be the person responsible for the problem.
5. Consideration:
         Try to put yourself in the other person's place, and write your letter accordingly.
6. Copies of documents:
         Include copies of any documentation relating to your complaint. Do not send original documents.
7. Keep original copy:
         Keep a copy of the complaint letter for your records.
8. Follow-up:
         If your complaint letter does not bring about the results that you hoped for, consider writing another letter with a firmer tone, or try writing to someone higher up in the chain of command.
    
   Sample Letters
    
   For the delivery of defective goods/not according to samples

We thank you for your prompt delivery of ------------------ against our order letter No. 55/N dated May 25, 2009. We feel regret to inform you that some of the items of the consignment are found to be defective.  They are also not according to the samples presented by your representative. Since they are not meeting the standard of our valued customer, we have stopped its selling. It is also against our business values to sell defective goods. It has not only put us in trouble but also has damaged our good repute. Many of our customers are buying the same product from other shops. It is not affordable for us. Therefore it is requested to you to send a new shipment to replace them so that we may overcome the conform problem.

               Your prompt action will be highly appreciable in this regard.

 

For the delivery of damaged/ shortage of goods

We thank you for your prompt delivery of ------------------ against our order letter No. 55/N dated May 25, 2009. We feel regret to inform you that some of the items of the consignment are found to be damaged. Owing to shortage of the same product we are undergoing many problems. Many of our customers are buying the same product from other shops. It is not affordable for us. Therefore it is requested to you to send a new shipment to replace them so that we may overcome the confront problem.

Your prompt action will be highly appreciable in this regard.