How to Write an Effective Complaint Letter

Everyone has experienced poor customer service or had problems with defective products. A complaint letter is sometimes necessary. There are several pitfalls consumers can fall into when writing about a complaint. For the best chance at positive results, make sure to write an effective letter. These guidelines will walk any disgruntled customer through the letter writing process.

Proofread and Edit
First write a rough draft of the letter. Edit and shape it into the final, polished form. It is worth the time to complete the whole writing process. If there are grammatical errors and misspellings it makes the consumer's message easy to dismiss. Grammar and organization are very important to communicating clearly. The employee reading the complaint needs to understand the customer's problem. If necessary, get another person to help proofread the letter. Taking the time to review and revise gives the added benefit of giving time to cool down. While feelings add passion and drama, they can get in the way in situations like this.

Don't Rant and Rave
Avoid the temptation to vent anger by using insults, offensive words, or useless threats. Unless previous calls or letters have yielded no results and the consumer has already consulted a lawyer, it does no good threaten legal action. At that point a letter from the lawyer may be more effective. Even if company employees or associates were insulting and offensive, do not stoop to that level. It is not constructive and does not make the reader inclined to sympathize or make any effort beyond the minimum that is required. Keep the tone of the complaint letter civil and reasonable.

Details are Important
Give relevant details about the problem. Include the model number and a detailed description of what happened. Include the date of purchase when dealing with a warranty, return, or contract policy. This is the consumer's responsibility. If the complaint letter is about a store or an employee, include the employee's name and the address of the store. It may be necessary to track down a receipt or check bank records. Do whatever research is necessary to get the information needed for the complaint letter. If the problem has a long history, note previous calls or contacts with dates, names (if possible), and what was done. Be as clear and concise as possible. With a complicated problem, strike a balance and stick to the important points and essential details.

Offer a Solution
Once the problem is clarified, ask for specific steps or reparations that will bring consumer satisfaction. Keep in mind that the demands should be reasonable and within the same scale as the inconvenience, damage, or financial loss that was caused. What the consumer asks for is not always in line with what company policy allows or what is possible within technological or operational limitations. In that case there will be an alternative offered and negotiations may be necessary.

Include Customer Contact Information
At the end of the letter give contact information. Provide at least a telephone number and mailing address. Of course e-mail is helpful and many companies prefer it. Customers may state how they prefer to be contacted, but the company may or may not honor that preference. Also state that if there is no response from them by a certain date that there will be another letter or a phone call about this problem.

Double Check the Company's Address
The most eloquent customer complaint letter will do nothing if it is sent to the wrong department or wrong person. Make sure the address and department is correct. Get the address from the company's website or from the phone book. If there is a question about which address to use, call a store or call customer service to make sure.

It takes time and concentration to write an effective letter. Think of it as an investment. Putting in the effort will increase the chances of a good return. Customers that communicate clearly about legitimate problems can get help. Keep a copy of the letter along with any receipts, contracts, terms of service and customer agreements. These tips will help any frustrated consumer write a better complaint letter.