When transacting with companies, sometimes we feel the need to submit a letter of complaint because the product or service provided is unsatisfactory. In this article, wikiHow explains how to write the letter.
Step
Method 1 of 3: Writing a Letter of Complaint
Step 1. Submit the complaint letter to the customer service department
In this way, you are more likely to receive a response from the company because the customer service department is in charge of responding to complaints so that your letter will be processed efficiently and effectively.
- Find out the name of the customer service manager or company director and the purpose of the letter to him personally. Begin the letter by writing, "Dear Sir/Madam" followed by your full name. If you don't know his name, just write, "Dear Customer Service Manager".
- Usually, the address of the customer service department can be found on the company's website, brochures, advertisements, or product packaging.
Step 2. Continue writing the gist of the letter
Use the first sentence to explain the reason for writing the letter and to make a complaint. Provide as many supporting facts as possible, such as the date, time and place where you received service or purchased the product along with relevant data, such as the serial number and product model.
- Make sure the reader can understand the gist of the letter in less than 5 seconds. So, you don't need to write a long-winded introduction.
- After writing your greeting, provide detailed information to explain the problem you're having, but make sure that the first sentence draws the reader's attention to your complaint.
- Example of the first sentence: "Through this letter, I would like to submit a complaint due to a damaged hairdryer brand _. This product was purchased on _ at the _ store located at Jalan _, Jakarta".
Step 3. Clearly state the solution or remedy you want
If you are requesting a product replacement, refund, product repair, or compensation in any other way, state this in the second paragraph. Thus, the reader must provide a solution, instead of just sending a reply letter or giving a clichéd response.
- Express your complaint in positive words that show that you expect the best solution and remain a loyal customer. If you ask for a refund or other form of compensation and then say that you will pass the matter on to a third party, chances are that the reader of the letter is not interested in providing a solution.
- If you expect the company to address a wider range of issues, please write to them. However, readers usually need more time to respond to issues like this.
- Don't threaten to sue in the first letter. This might be the best solution you want, but this time, all you have to do is file a complaint and wait for a response.
Step 4. Attach photocopies of supporting documents
Make sure you complete the letter with photocopies of supporting documents, such as payment receipts, purchase invoices, warranty cards, checks or proof of transfer, and photos or videos if needed. Include relevant documents as attachments to the letter.
- Make sure you send photocopy attached document, instead of the original. That way, you don't risk losing important information or documents if they need to be shown to others.
- Include the attached documents in the letter. For example: "With this letter, I am attaching a photocopy of the payment receipt, hairdryer warranty card, and a photo of the product serial number."
Step 5. Set a deadline for solving the problem
You need to include a specific date as the deadline for submitting the solution to the recipient of the letter. This step makes you feel calm and the problem is resolved faster.
- Having a time limit reduces the risk of letters being lost or ignored, as this can cause discomfort and annoyance.
- Provide a realistic time limit. Usually, 1-2 weeks is enough, but you need to take into account the problem at hand and the expected solution.
Step 6. End the letter in a polite manner
Say thank you for the help provided. To help both parties feel helpful, share how your readers can tell you so that communication is more efficient.
Write "Wasalam" as a closing greeting if you know the name of the recipient of the letter. If not, end the letter by writing, "Sincerely." Don't end the letter of complaint with an informal closing greeting, for example, "Thank you" or "Thank you."
Method 2 of 3: Using the Right Style and Format
Step 1. Write a letter in a polite style
You may be angry and feel wronged, but the reader of the letter will feel offended if you use offensive words. Write the letter in a polite manner and don't make comments that are threatening, angry, or sarcastic. Keep in mind that the reader of the letter is not necessarily responsible for the problems that occur and he prefers to serve friendly and courteous customers, rather than angry and blaming others.
- Remember that the company to whom the letter is sent has no intention of making things difficult for you. In general, the company places great emphasis on customer satisfaction.
- You have a greater chance of finding a solution if you treat the reader of your letter as a person who is ready to help, rather than assuming he has bad intentions.
- Don't write letters when you're upset. Wait until you feel calm. If you still want to write a letter, save it for 1-2 days and then read it again before sending it. Maybe you wrote a new letter in a more friendly style.
Step 2. Write a straightforward letter
Customer service personnel may receive hundreds of letters each day. Therefore, make sure you write a clear letter so he can get to the point when he starts reading. Letters that are very long or detailed tend to make the reader want to summarize the content so that they don't understand what you really experience and want.
- Do not provide long-winded information or use harsh words that offend others.
- Make sure you write a letter of complaint a maximum of 1 page or 200 words.
Step 3. Use an authoritative style of language
This step helps you prepare a letter with effective sentences so that the reader understands that your complaint should be taken seriously. Authoritative language plays an important role when making a serious complaint, for example a financial one.
- Authoritative language style consists of various aspects, such as the ability to choose the right words, knowledge of consumer rights and company obligations, and professional letter writing skills.
- This aspect increases your credibility so you are more likely to get a positive response.
Step 4. Write the letter with the correct spelling and formatting
As suggested above, a professionally formatted letter affects how readers respond to your complaint. Enter the date of the letter in the upper right corner. Skip one line and write the full name or title of the recipient on the left side. Write the company address on the next line. Skip one line and then write a greeting.
- Type letters using a computer so that the writing is neater and easier to read. If you have to write by hand, make sure your writing is neat, free of streaks or ink smudges, and legible.
- For the signature, prepare a few blank lines under "Sincerely" or "Sincerely". Include your full name in clear writing below the signature for easy reading.
- Write neat, properly spaced letters, and all paragraphs are nearly the same length.
Step 5. Check spelling and grammar
Your complaint may be ignored if there are spelling and grammatical errors. Time to check spelling using a computer before the letter is printed. Have the other person read the letter before sending it.
Method 3 of 3: Following Up on Letters
Step 1. Wait until the specified time limit expires
Be patient and do not take any action until the specified time limit. If there is no response, you can call or email to ask if your letter was received or not. Do not be prejudiced against the recipient of the letter.
If you have not received a reply to the letter or the response is unsatisfactory, raise the complaint to someone in a higher position
Step 2. Send a letter to a higher official
If you don't get a solution after communicating with the customer service director, find someone in a higher position and write to him or her. Whenever you deliver a letter to a higher-ranking officer, whether from staff to supervisor to director to deputy director to director, attach the latest correspondence. Thus, the person who receives the letter gets complete information with the latest status and is expected to be able to provide the best solution in a short time.
- As a first step, it's a good idea to file a complaint with the customer service department, instead of going directly to the president. Customer service personnel have a better understanding of how to handle complaints and letters addressed to the director are usually returned to this department.
- If you bypass the customer service department, your complaint may not be addressed.
- If you make a complaint to the director or chief executive, make sure you write a letter with very clear, concise, and systematic information because he or she doesn't know what happened beforehand.
Step 3. See a lawyer if you want to take legal action
Lawyers understand how to file a lawsuit through the courts. Remember, this method should be the last option. A complaint letter that directly discusses legal channels makes the contents of the letter unsympathetic and your request for compensation is rejected. It could be, this step is self-defeating if your threat is responded to.
Tips
- Make sure you include your name, home address, email address, and phone number (home, work, cell phone). In addition, ask the reader of the letter to provide contact information so that both parties can continue to communicate about the progress of the complaint resolution.
- Read the letter again before sending it and be positive by providing correct and verifiable information.
- Communicating complaints by mail is more impactful than by email, fax, or writing on the company blog/website. Many companies prioritize complaints submitted through official letters.
- Keep photocopies of all correspondence and note the date the letter was sent.
- Before writing the letter, take some time to reflect on what happened. After giving it some thought, you're ready to write a letter when you know what solution you want and how to make a request.
- If you want to make a complaint about someone, talk about their disappointing behavior. Don't criticize the company thoroughly. If you object to company policy, do not criticize the mail reader or management. Describe the problem and your desired solution.
- Take advantage of websites that open up opportunities for consumers to submit complaints and find out if there are buyers who have had problems with certain companies. We recommend that you keep a file of consumer complaints submitted through this website.
- Do not send letters from witnesses who have been legalized. If you want to settle the matter in court, make sure you keep the witness's statement and name. Keep in mind that court fees are usually very high. We recommend that you make an informal agreement or through arbitration.
- Don't criticize the company. Remember that you want to get compensation or a solution. This does not materialize if you attack the reader of the letter. If you want to write a letter in a louder tone, avoid the passive voice, use a direct and descriptive style of language. For example, say that you are "at a loss" or "difficulty" as a result of this problem, instead of simply "feeling disappointed."
