A letter of complaint

In a formal letter making a complaint, you may use a mild tone, for complaints about minor problems, or a strong tone, for complaints about more serious matters, especially when you are extremely upset or anoyed. However, the language you use should never be rude or insulting.

In the opening remarks, you should state your complaint including details of what has happened and where/when the incident took place.

e.g. (Mild) I am writing in connection with.../to complain about... the terrible behaviour/attitude/rudeness of...
I am writing to draw your attention to... which...

(Strong) I wish to bring to your attention a problem which arose due to your staff/inefficiency...,
I am writing to express my dissatisfaction/unhappiness with the product/treatment I received from ... on ...

In the main body paragraphs, you present each of the specific points you are complaining about. You start a new paragraph for each point and justify these points by giving examples/reasons.

e.g. Although you advertise "top quality", I felt that the product I purchased was well bellow the standard I expected.

In the closing remarks, you should explain what you expect to happen (e.g. to be given a refund/replacement/apology/etc).

e.g. (Mild) I hope you will replace...
I feel/believe that I am entitled to a replacement/refund...
I hope that this matter can be resolved/dealt with promptly.

(Strong) I insist on/ I demand a full refund/an immediate replacement/etc or I shall be forced to take legal action/the matter further.
I hope that I will not be forced to take further action.

Most letters of complaint use formal language and are organised in a standard way:
paragraph 1) explain why you are writing
paragraph 2) explain what the problem is and describe any action you have already taken
paragraph 3) say what inconvenience it has caused you
paragraph 4) state what you want done about the problem

A letter of complaint

(ON THE RIGHT CORNER)
17 Wolfson Close
Reigate
Surrey RH6 3KE
Tel:0116 587392
12 December 2010

(ON THE LEFT CORNER)
Customer Services
Maintrail
Carbis House
London WC1 5NR


Dear Sir or Madam

I am writing to complain about the poor service provided by your train company.(1)

Yesterday I travelled on the 7.20 from Oxford to London Paddington. Not only was the train thirty minutes late leaving Oxford but we were further delayed at Reading and no explanation or apology was offered. Furthermore, the heating broke down and the train got colder and colder.
I complained to a member of staff, who was most unhelpful and unsympathetic.(2)

As a result of the delays I was two hours late for an important meeting with a valuable client, which caused considerable difficulty and embarrassment.(3)

In the circumstances I believe I am entitled to compensation. I look forward to hearing from you very soon.(4)

Yours faithfully

John Holland