Complaint Letter: Key Writing Points and Template
A good complaint letter needs to be clear, firm, and polite. You want to get your problem solved, not start an argument. Here’s how to write one effectively.
Key Writing Points:
1. Start Polite: Begin with a formal salutation (Dear Mr./Ms. Last Name or Dear Customer Service Manager). State the purpose of your letter calmly in the first sentence.
2. State the Facts Clearly: Provide all key details: product name/model/order number, date of purchase, location. Describe what went wrong factually, without emotional language.
3. Explain the Impact: Briefly say how this problem inconvenienced you or failed to meet expectations. This shows why it matters.
4. State Your Desired Solution: Be specific about what you want: a full refund, a replacement, a repair, or an apology. Make it a reasonable request.
5. Set a Deadline: Politely give a timeframe for them to respond (e.g., within 14 days) and mention your next steps if unresolved (e.g., contacting consumer protection).
6. Close Professionally: Use a formal closing (Sincerely, Yours faithfully) followed by your full name and contact information.
Template & Example:
[Your Name]
[Your Address]
[Your Email]
[Your Phone Number]
[Date]
[Recipient's Name/Title]
[Company Name]
[Company Address]
Subject: Complaint Regarding Faulty Product [Order 12345]
Dear Customer Service Manager,
I am writing to formally complain about a defective laptop I purchased from your online store. I ordered a "TechPro Ultrabook L200" (Order 12345) on May 10th, which was delivered on May 15th.
Upon setting up the device, I immediately noticed a significant issue: the battery drains from 100% to zero in under one hour, even with minimal use. This is far from the advertised 10-hour battery life. I have performed all recommended troubleshooting steps from your website, but the problem persists.
This fault severely limits the laptop's portability and core functionality, making it unsuitable for my work as a student. I rely on a functional device for my studies.
I request that you arrange for a full refund of $899 as per your 30-day money-back guarantee. Alternatively, I would accept a brand new replacement unit of the same model, confirmed to be in perfect working order.
Please resolve this matter within the next 14 days. If I do not hear from you by June 20th, I will be forced to escalate my complaint to the relevant consumer rights agency and consider disputing the charge with my credit card company.
I trust you will address this issue promptly. I can be reached at the contact details above.
Sincerely,
[Your Signature]
[Your Printed Name]