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Complaints letter format

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Complaints letter format
January 20, 2019 Anniversary Wishes No comments

This example complaint letter will help you learn how to write one of your own.

Copy and use our free sample complaint letter and email

Wednesday, August 28, 2019

 

Sometimes the difference between resolving a consumer complaint and not rests heavily on how you complain.

Consumer Action offers a sample complaint letter and an email complaint template. You can cut and paste these documents below. (Hint: If you are pasting into a Word document, choose "Paste as Plain Text" to paste text into your document.)

You can download the letter and email in plain text format by clicking on these links:

Sample complaint letter

Your name
Address
Phone number

Company official
Company name
Company address

Date

Dear (title) ____:

I wish to complain about ____ (name of product or service, with serial number or account number) that I purchased on ____ (date and location of transaction).

I am complaining because ____ (the reason you are dissatisfied). To resolve this problem I would like you to ____ (what you want the business to do).

When I first learned of this problem, I contacted ____ (name of the person, date of the call) at your company, and was told that nothing could be done about my problem. I believe that this response is unfair because ____ (the reason you feel the company has an obligation to you). I would like a written statement explaining your company's position and what you will do about my complaint.

I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within ____ days I will file complaints with the appropriate consumer agencies and consider my legal alternatives. I am enclosing copies of my receipt. I may be contacted at the above address and phone number.

Sincerely,

(your signature)

(Type or print your name)

CC: (local consumer group) (appropriate government agencies)

ATT: (attach and list documentation of your complaint, if any)

Sample complaint email

From: My Name and email ([email protected]
Subject: (short description of your complaint
Date: Most email programs enter this field automatically
To: (enter the email address of the person you are contacting)
CC: (local consumer group) (appropriate government agencies)

Dear (title) ____:

I wish to complain about ____ (name of product or service, with serial number or account number) that I purchased on ____ (date and location of transaction).

I am complaining because ____ (the reason you are dissatisfied). To resolve this problem I would like you to ____ (what you want the business to do).

When I first learned of this problem, I contacted ____ (name of the person, date of the call) at your company, and was told that nothing could be done about my problem. I believe that this response is unfair because ____ (the reason you feel the company has an obligation to you). I would like a written statement explaining your company’s position and what you will do about my complaint.

I look forward to hearing from you as soon as possible to resolve this problem. If I do not hear from you within ____ days I will file complaints with the appropriate consumer agencies and consider my legal alternatives.

I am attaching copies of my receipt or ___________ (other proof of payment or documentation of complaint).

You may reply to me at this email or call me at (phone number).

Sincerely,

(your full name)

 

 

 

 

Consumer Help Desk

Advocacy

 

 

 

In this lesson we will look at how to write an IELTS complaint letter. In this type of letter, you are given a situation that you wish to be resolved in some way.

Complaints

complaints letter format

Always try to resolve a problem with a business before seeking help from a consumer protection agency. You can do this by speaking directly with the salesperson or manager or if this fails, by writing a complaint letter.

When writing a complaint letter you should:

  • describe your problem and the outcome you want
  • include key dates, such as when you purchased the goods or services and when the problem occurred
  • identify what action you’ve already taken to fix the problem and what you will do if you and the seller cannot resolve the problem
  • ask for a response within a reasonable time
  • attach a copy of any supporting relevant documentation such as a receipt or invoice.

Use this tool to develop a complaint letter that you can print or email to the business. You can vary it to fit your particular problem.

Write a complaint letter

Below is an example of a complaint letter:

Dear Manager

RE: COMPLAINT ABOUT FAULTY TELEVISION CABINET PURCHASED AT CABINET WORLD ON 15 DECEMBER 2016

I am unhappy with the quality of a television cabinet I bought at 5 Street on 15 December and I am writing to seek a replacement.

The cabinet doors do not open and shut properly and the stain on the cabinet is uneven, with one half darker than the other. The cabinet was delivered on 30 December and I noticed this problem as soon as I unpacked it from the box.

The cabinet is not of acceptable quality and does not match the sample cabinet I was shown in store. I would like you to replace it with one of the same quality and finish as the sample and arrange for return of the faulty cabinet at no cost.

I have attached a photocopy of my receipt as proof of purchase.

I would like to have this problem fixed quickly please. If I do not hear from you within 10 days, I will lodge a formal complaint with Consumer Affairs in my state.

You can contact me on 1234 5678 during working hours or after hours on 123 456 789 to discuss this matter further.

Yours sincerely,

Jane Brown

Enclosed: Copy of the receipt for television cabinet

Receipts
Repair, replace, refund

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Sample letters

complaints letter format

In our last post, we offered up 10 tips for handling angry customer calls this holiday season. Hard as it may be to calm and satisfy an angry customer over the phone, it’s much harder to do so by email.

Without the benefit of real-time give and take, agents who respond to angry emails are at a disadvantage. They can’t get a feel for the customer, use tone of voice to bring the temperature down, or steer the conversation.

If an email isn’t worded quite right, it can easily be misconstrued as cold, indifferent, or rude—and deal a fatal blow to the customer relationship.

When responding to angry emails, your agents will need to walk a very fine line.

  • They’ll need to respond quickly, but in a way that projects warmth, concern, and a take-charge attitude.
  • They’ll need to be succinct, while conveying their commitment to righting the wrong and explaining how the problem will be solved.

Here are five of the most common customer complaints your customer service agents will receive during the holiday season, along with some sample email responses to customer complaints that reflect the best practices of leading brands. All of these email templates can be copied and edited to help your team on how to respond to customer complaints.

1. The Order Didn’t Arrive on Time

Customers who put their faith in promised delivery dates assume brands are prepared for the holiday rush. If an order isn’t fulfilled in a timely way, it can spark a very angry response.

The agent’s first order of business: track the customer’s package. If it’s marked as delivered, ask the customer to confirm the address. If the package is still in transit, try something like this.

“Dear [First name],

I’m so sorry your order hasn’t arrived. I know how frustrating this must be. We certainly didn’t intend to add to your holiday stress.

I’ve tracked the package via [carrier], and it’s currently listed as “[status].” If you’d like to check on its progress, here’s the link you can use: [link]

Please contact me directly if your order hasn’t arrived within [time frame]. In the meantime, I will do everything I can to locate your package.

Once again, [First name], I sincerely apologize for the inconvenience.

Sincerely,

[Agent first name]

[Email/direct phone]

2. The Customer Received the Wrong Item(s)

Opening an eagerly awaited package and finding the wrong item inside is irritating, to say the least. It also creates more work for the customer. A great email response to these customer complaints addresses both pain points.

“Dear [First name],

I’m so sorry we mixed up your order. I know a mistake like this can be very upsetting, especially at this time of year.

I’ve double checked your original order, and the correct items should arrive tomorrow via [carrier] (tracking number [#]). If you’d like to track the package, here’s the link you can use: [link].

I’ll follow up with you tomorrow to make sure you received the correct items. If you have any questions in the meantime, feel free to contact me directly.

We do have one small favor to ask. Could you please return the unwanted items within the next [#] days? There should be an adhesive prepaid return label inside the box. If not, just click this link, print the form, and attach it to the box. You can drop the box off at any [carrier] location (click here to find the one nearest you).

Once again, [First name], I sincerely apologize for the inconvenience.

Sincerely,

[Agent first name]

[Email/direct phone]

3. The Customer Had a Bad Experience in Store

A rude or unhelpful associate, merchandise in complete disarray, endless checkout lines—a lot can go wrong in store at this time of year. If a customer emails a complaint, the agent’s response should include specific remedies, both at a high level and for the aggrieved customer. Here’s an example of a way to respond to an angry customer who had a bad experience.

“Dear [First name],

I’m sorry you had such an unpleasant encounter with one of our associates earlier today. We try to make our customers’ shopping experience easy and enjoyable, and we hold our stores to a very high standard. In this case, we clearly fell short.

I’ve forwarded your complaint to the [location] store management team as well as our corporate customer experience team. We will do everything we can to make sure this doesn’t happen again.

We’d also like to make it up to you by offering a [#]% discount on your next purchase in store or online. Here’s a link to the coupon code, which you can print for in-store use: [link].

Once again, [First name], I apologize for our failure to serve you well. Thanks so much for letting us know. Your feedback is valuable to us.

Sincerely,

[Agent first name]

[Email/direct phone]

4. The Customer Is Getting Conflicting Answers

The website, store staff, and/or support reps aren’t on the same page, so the customer feels confused, frustrated—even misled. The agent’s job is to provide concrete information about policies, pricing, and/or product availability straight from the source and make clear the issue is being taken seriously. Here is a customer service email response sample for a customer who is getting conflicting answers.

“Dear [First name],

I’m so sorry for the confusion and frustration this has caused. As much as we rely on technology and training to provide customers with consistent, up-to-date information, we deeply regret when breakdowns like this occur.

Here is the section of our return policy that addresses your original question about electronic product returns.

[Screen capture]

You can find our complete return policy here: [link]. Please feel free to reply to this email or call my direct line with any additional questions you might have.

Also, I’ve made our corporate customer experience team aware of this issue so they can address any underlying problems and ensure our customers always have the right information.

Once again, [First name], I apologize for our failure to serve you well. Thanks so much for letting us know. Your feedback is valuable to us.

Sincerely,

[Agent first name]

[Email/direct phone]

5. There Was No Response to the Customer’s Previous Email

Heavy email volumes can wreak havoc on response times. But that doesn’t mean much to customers who need help or answers fast. What would have been a fairly simple resolution is now a customer service failure. Empathy is so important here, as is a shared sense of urgency. Here is a sample response to customer complaints when there was no response to the previous email.

“Dear [First name],

I’m so sorry for the delay in getting back to you. I understand your frustration. Your email needed and deserved a timely response.

As you requested, I’ve updated your payment settings and alerted our website team to the problem you’re having with your account management page. Please contact me directly if you experience any further problems on the site.

For inconveniencing you not once, but twice, we’d like to offer you a [#]% discount on your next purchase in store or online. Here’s a link to the coupon code, which you can print for in-store use: [link].

Once again, [First name], I apologize for the inconvenience. We will continue to do everything we can to speed up and improve our customer service delivery.

Sincerely,

[Agent first name]

[Email/direct phone]

Key to a Well-Received Email Response: Make It All About the Customer

No matter what your customers are angry about, your agents can bring positive closure if they observe some basic rules in their email responses.

  • Take responsibility – Make sure the customer knows you understand the issue and where the brand failed.
  • Acknowledge the customer’s feelings – Showing empathy helps to establish a connection and humanize the brand.
  • Be the brand hero – Tell the customer in positive, specific terms what you’ve already done or what you intend to do. Answer questions directly and include helpful resources. Let the customer know you’re there for them if needed. When appropriate, offer the customer something of value.
  • Close thoughtfully – Remind customers they are valued by the brand.

How formal or informal should your email responses be? That depends on your brand’s personality and customer base as well as the nature and tone of the complaint. Just keep in mind that attempts to be clever could seem flippant to an angry customer. In most cases, you’ll want to play it straight.

Truly great customer service transcends any one channel. It’s an organizational mindset that guides every employee from the C-suite executive to the contact center agent. In our next post, we share some inspiring examples of companies going above and beyond to delight their dissatisfied customers.

Want to see how Stella Connect helps CX leaders monitor happy and angry customer feedback? Try a sample survey.

Download a free Complaint Letter Template for Word. View sample complaint letters and find Letter of Complaint examples.

Sample Consumer Complaint Letter

complaints letter format

Use this sample to draft a complaint about a product or service.

Want help resolving a consumer problem? Check out these tips and strategies.

[Your Address]
[Your City, State, Zip Code]

[Date]

[Name of Contact Person]
[Title]
[Company Name]
[Street Address]
[City, State, Zip Code]

Dear [Contact Person]

On [date], I bought [or had repaired] a [name of the product with the serial or model number or service performed]. I made this purchase at [location, date, and other important details of the transaction].

Unfortunately, your product has not performed well [or the service was inadequate] because [state the problem].

To resolve the problem, I would appreciate your [state the specific action you want]. Enclosed are copies [copies, not originals] of my records [receipts, guarantees, warranties, cancelled checks, contracts, model and serial numbers, and any other documents] concerning this purchase/repair.

I look forward to your reply and a resolution to my problem. I will wait [set a time limit] before seeking third-party assistance. Please contact me at the above address or by phone [home or office numbers with area codes].

Sincerely,

[Your Name]
[Account Number]

WATCH THE VIDEO ON THEME: Formal Letter Writing in English - Letters for Registering Complaints - Class 11 English

Access the ACT Alliance Complaints Policy here A sample complaint letter format is available here, which serves as a guide and can be adapted as.

complaints letter format
Written by Mozilkree
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