Try to find out the name of the customer service manager or director and address your letter to them personally. Begin your letter with Dear Mr, Mrs, Miss or Ms followed by their surname. If you cannot find the name of the customer service manager, simply write Dear Sir or Madam. [2] X Research source You should be able to find the address of the customer service department on the company’s website, on any of the company’s promotional or advertising materials or product packaging or labels. [1] X Research source
The recipient of the letter should be able to identify the point of the letter in under five seconds, so avoid any long, rambling intros. [4] X Research source You may provide further detail or explanation of the situation in the paragraph following your opening sentence, but the first line should draw attention to your complaint as succinctly as possible. [5] X Research source Make sure to only state the facts, not the emotion. Although you might be extremely upset and distraught, the recipient doesn’t need to read that, or you might end up overshadowing the real issue. For example, your opening sentence might read: “I am writing to complain about a faulty hair dryer that I purchased from your company on the 15th of July at your location on First Street, Exampletown. "
Try to be as constructive as possible in your comments, suggesting a way that you can move forward and continue your relationship with the company. [8] X Research source If you demand a refund or some other form of compensation, while simultaneously informing them that you plan on taking your business elsewhere, they will have little incentive to try to resolve the problem[9] X Research source If you would like the company to correct a broader problem, state that in your letter as well, but recognize that such a thing may take time. Do not threaten legal action in your first communication. It may be the solution you ultimately require, but send your complaint letter first and await a response.
Make sure that you send copies of any documentation you wish to include, not the originals. That way, there’s no chance of this key information being lost or mislaid, should you need to provide evidence to someone else. Also make sure to state in the body of the letter the exact materials you are including. For example: “Please find attached a copy of my original receipt, along with a copy of the hair dryer’s guarantee and information regarding the serial number. “[10] X Research source
Providing a time limit will also help to prevent the possibility of your letter becoming lost or forgotten about, which may lead to further awkwardness and resentment between you and the company. [11] X Research source Just make sure that the time period you provide is reasonable. A week or two is usually sufficient, though this will vary depending on what your requests are.
Sign off the letter with Yours sincerely, if you know the name of the person you are writing to, or Yours faithfully if you referred to them as “Sir” or “Madam”. Avoid informal closings such as “Best,” or “Yours truly. “[12] X Research source
Remember, the company to which you are writing probably isn’t out to get you, intentionally. Most companies have an interest in their customer’s satisfaction. You will have much better success treating the recipient as somebody who wants to help you, rather than assuming they’re filled with malicious intent. Don’t write when you’re furious. Wait to write your letter until you have calmed down. Or if you wish, write the letter while you are fully steamed, and then let it sit for a day or two before you send it. In all likelihood, you will want to rephrase things in a less-incendiary way.
Avoid superfluous detail or going off on long rants or tangents. Try to keep your letter on a single page, or under about 200 words. [16] X Research source
Being authoritative encompasses a range of things, such as the quality of the language used, your knowledge of your rights and the company’s responsibilities, as well as the professional presentation of the letter. [18] X Research source All of these things give you credibility, which should positively effect the response to your letter.
Always type up your letter on a computer, this makes it easier to read and is much cleaner looking. If you must hand write your letter, make sure your writing is clear and legible, with no crossed out words or ink smudges. To write your signature, leave a blank space under the Yours faithfully or Yours sincerely where you can write in your signature by hand. Underneath this space you should also type your name so it is easily read. [19] X Research source Keep the letter tidy and well-spaced, with paragraphs of approximately equal-size.
If you still do not receive any information regarding your letter or if you do but the situation was not handled to your satisfaction, you can proceed by addressing your complaint to someone higher on the chain of command. [21] X Research source
It is better to start with the customer service department before working your way up instead of going to straight to the top. This is because the customer service department are more used to dealing with these types of complaints and any letters addressed to the CEO will probably be referred back to this department anyway. [22] X Research source If this is the case, the employees of the customer service department might automatically regard you unfavorably, as you tried to go over their heads. [23] X Research source Be aware that if you are writing a letter to a CEO or Managing Director, it will need to be extra clear, concise and well-written, as they will have no prior knowledge of the incident.
