Complaint Letter Dos and Don'ts

DO

Stay calm. While it may help if you are a bit "fired up" when you = write=20 your letter, it can also be a good idea to let yourself cool down a = bit before=20 drafting a letter. This is especially true if you'll ultimately have = to revise=20 the language and tone. (Cursing and name-calling are definite = no-no's.)=20
Get right to the point. It's good to start your letter with a = clear,=20 attention-getting paragraph that communicates your concern (or shock, = or=20 disappointment). You may also want to point out that you have been a = customer=20 or patron for quite some time, especially if you have been otherwise=20 satisfied. Then, get right to your problem.=20
Be organized. If the issue has been unfolding for some time, make = it=20 clearer to the recipient by including a timeline of events. Show proof = (such=20 as advertisements, receipts, or Web site printouts). Be as concise as=20 possible; don't ramble.=20
Say what you want to happen. In your eagerness to communicate the = problem=20 and how it inconvenienced you or wasted time and money, don't forget = to let=20 the letter's recipient know what you want to be done about it. Do you = want a=20 full refund? Repairs? An apology? A change in policy? Safer premises? = Make it=20 very clear, and even offer several acceptable outcomes.=20
Keep a paper trail. Save every receipt and make copies of letters. = Take=20 notes on phone calls made, including the time, date, and the person(s) = you=20 spoke to. Document every step of the complaint process.=20
Format your letter professionally. Use the standard business = letter=20 format, also known as block style. Each element (return address, = salutation,=20 etc.) in the letter should be aligned to the left margin. Have two = lines=20 (returns) between each single-spaced element or paragraph, but in the = space=20 between the date and the body of the letter, include four lines' worth = of=20 spacing. Use a word processor (or even a typewriter) rather than = handwriting=20 it. Use a common typeface in 10- to 12-point type. Sign the letter = above your=20 typewritten name. Run spellcheck. Finally, proofread your letter for = errors=20 before sending it.

DON'T

Don't be rude, angry, sarcastic in tone, and don't threaten. It = can be=20 appropriate to suggest that you may have to take your business = elsewhere, or=20 to complain to government agencies and consumer watchdog groups. But = you lose=20 credibility and can even invite legal trouble if you threaten harm, = extortion,=20 or inappropriate retribution. Be assertive, but be polite.=20
Don't blame the recipient. In most cases, the person to whom you = are=20 addressing the letter is not the one who wronged you. Out of simple = courtesy,=20 as well as to increase the chances of a favorable outcome, address the = party=20 politely without accusatory statements.=20
Don't make stuff up. Stick to the facts, and resist any temptation = to=20 throw in unwarranted digs about rude salespeople, say you saw a live = roach=20 when it was a dead fly, or add other "drama" that didn't really = happen.=20
Don't be afraid to use "pull." People use their station in life to = get=20 results all the time. Don't feel like it's cheating to point out that = you're=20 on the board of directors, a longtime donor, know a VP of the parent = company,=20 etc. You can sure bet lawyers use their company letterhead when they = want=20 resolution of a personal or consumer matter.=20
Don't give up. If your first letter doesn't get results, be = prepared to=20 write again, moving up the company "food chain" as necessary. You may = need to=20 contact the Better Business Bureau, government officials, consumer = rights'=20 organizations, and/or the media.

Index of Complaint = Letter=20 Examples