Writing Effective Complaint Letters

What do you do if your new car turns out to be a lemon? If the electrician installs the plugs and light switches on the wrong walls? Or if a clumsy waiter pours cranberry juice on your white dress? The first thing to do, of course, is discuss the issue with the manager of the business involved. But if you don’t get satisfactory results at that point, don’t give up: the next step is to write to the owner of the business or president of the company. Here are eight steps to guide you in writing an effective complaint letter.

1. Name names. Address your letter to a specific person. Sending a complaint “to whom it may concern” leaves you no way to affix responsibility and no one to call to follow up. Call the business’s headquarters and ask for the name (and correct spelling) of the person in charge.

2. Keep it simple. Put in just enough detail, such as dates, locations, and names of personnel, to make your point clear. A multipage diatribe may overwhelm (or alienate) the person you’re writing to. Your letter will have more punch and will be read more carefully if you explain the situation as briefly and clearly as you can.

3. Hold your fire. Forget about letting off steam. No matter how outraged you feel, you won’t help your case by focusing on your anger or indignation. Use your letter to explain the problem and make a case for obtaining what you feel is owed.

4. Name your price. Well, not your price, really, but be sure you state clearly what you would like to have done about your complaint. Be specific: “I expect a full refund”; “I am counting on you to reimburse me for the $30 dry-cleaning bill”; “Please extend the warranty on my car for one year.”

5. Don’t threaten. This is not the time to threaten further action if your expectations are not met. Your letter should focus on what you believe is fair and reasonable and its tone should convey your expectation that the person you are writing to is a fair and reasonable person.

6. Send Exhibit A. If you have receipts, or other backup documentation for your complaint, enclose a copy (not the original) with your letter.

7. Make a copy. For your own reference, and just in case you do wind up pursuing the matter further, keep a copy of the letter for your file. It’s a good idea to clip together your complaint letter, your receipts, and any other correspondence or notes from telephone calls.

8. Follow up. Another letter or a follow-up phone call is appropriate before you pursue further action. If you get as far as small claims court you’ll be one step ahead.