Part 1 Introduction
Chapter 1 An Introduction to Business Writing
Part 2 Routine, Negative, and Persuasive Messages
Chapter 2 Company Introduction
Chapter 3 Invitations
Chapter 4 Inquiries and Replies
Chapter 5 Refusal Letters
Chapter 6 Letters for Complaints and Adjustments
Chapter 7 Sales Letters
Part 3 Five Common Types
Chapter 8 Memos
Chapter 9 Emails
Chapter 10 Minutes
Chapter 11 Questionnaires
Chapter 12 Business Reports
Part 4 Communicating for Employment
Chapter 13 Job-Application Cover Letters
Chapter 14 Resume
A complaint letter, also known as a claim, informs a business that an error has beenmade or that a defect has been discovered concerning a product or service. It also serves asa legal document notifying the recipient that a cot'rection or adjustment is being requested.
Writing a complaint letter or a claim is just one of the possible ways to show thatyou are dissatisfied or you feel you were mistreated by a business; others includekeeping silent and taking it as a bad luck, shouting out your anger on the phone ormaking a face-to-face encounter. While many complaints can be made via phone or inperson, a complaint letter usually indicates more formality and seriousness.
The objective of a complaint letter is far more than releasing your dissatisfaction.You write a complaint letter for some more practical purposes, for example, requestingcompensation for or replacement of defective or damaged merchandise. If you deal with'it tactfully, you can often get the requested action, especially if relatively small amountsare at stake. Otherwise, you are likely to receive no or delayed responses, which in turnwill bring you more dissatisfaction. Whether you are writing a complaint letter to a selleras an end user or to',a supplier as a seller, your purpose is the same, i.e. to express yourdissatisfaction about certain: problem derived from imperfect products or services and askfor solutions to the problem.
To achieve your objective, you may frankly express your feeling about the problemwith all the angry words available to you. Or you may simply urge the recipientrepeatedly to take actions to solve the problem. Or you may provide all the necessaryfacts for solving the problem. However, in actual effects, your anger will only give therecipient more hesitation in responding, and your repeated urge alone will confuse therecipient about what is being complained of. What will get a better result is the facts thathelp the recipient locate the problem and find out a possible solution.