Having a problem with a product or service can be frustrating. When you’re trying to resolve a problem with a company, the first step should be to discuss your concerns with a representative of the business. If a phone call or email doesn’t resolve the problem, consider writing a complaint letter.
A letter is important. It puts your complaint on record with the company, helps preserve any legal rights you may have in the situation, and lets the company know you’re serious about pursuing the complaint.
Use this sample letter and these tips to write an effective complaint:
- Be clear and concise. Describe the item or service you bought and the problem. Include serial or model numbers, and the name and location of the seller. If you’re following up on a conversation, be sure to say who you spoke with and confirm the details of your discussion.
- State exactly what you want done and how long you’re willing to wait for a response. Be reasonable.
- Don’t write an angry, sarcastic, or threatening letter. The person reading your letter probably isn’t responsible for the problem, but may be very helpful in resolving it.
- Include copies of relevant documents, like receipts, work orders, and warranties. You also may want to send copies of emails and notes from conversations you’ve had with the seller about the problem. Keep your originals.
- Include your name and contact information. If an account is involved, be sure to include the account number.
You may want to send your letter by certified mail and request a return receipt. That way, you’ll have proof that the company got your letter and who signed for it.
If your letter doesn’t do the trick, you may want to get outside help and look at other options. For more information, see Resolving Consumer Problems.
