What do you mean by a letter of complaint? What are the factors to be considered in writing a letter of complaint?

Letter of complaint, or complaint letter, is normally written to deal with a problem situation when other attempts (i.e. phone contacts, e-mails, etc.) have failed to rectify the situation.

The complaint letter formalizes a problem situation by putting it into writing and is usually the last resort to try to get a situation resolved.

A complaint letter should be written in a polite and considerate way by incorporating the following factors or elements:

(i) Specific cause of complaint: In a complaint letter, the customer should mention the specific cause of complaint. This will help the seller to understand his fault and to take necessary step for adjustment.

(ii) Nature of loss: Complaint letter must specify the nature and extent of damage caused in terms of money, loss of sales, loss of service or goodwill.

(iii) Amount of loss: If any financial loss has to fault to the seller or transport authority, actual amount of loss should be mentioned with supportive documents.

(iv) Possible remedy: A complaint letter should clearly indicate the probable remedies for setting the complaint.

(v) Avoiding assumptions: In the letter, the buyer should include only the actual event. There should not be any assumption on the part of the buyer.

(vi) Courteous language: Language of complaint letter should be simple, easy, courteous and friendly. However, its tone should be straightforward.

(vii) Documentary proof: Sufficient documents should be enclosed as proof of complaint. Without necessary documents the letter may have no value to the recipient.

(viii) Controlling anger: Though anger is a natural reaction of the affected buyer it is not wise to express anger. Rather the buyer should make the complaint in a respectful and considerate way.

(ix) Art of presentation: Complaint should be made artfully. That is the buyer should raise the complaint in a way that does not hurt the seller. Artful presentation requires raising the complaints passively rather than directly.

(x) Mentioning preventive measures for future: For preventing the mistakes in future, the buyer can suggest the seller some alternative course of actions.