| Writing a complaint letter that works is rather like life | | | | 6. Keep your letter of complaint brief |
| itself: pick your fights carefully and win them wherever | | | | You know how you react when you're busy and you |
| possible. When something's gone wrong and you need | | | | are suddenly faced with a long and rambling document. |
| to write a complaint letter, it's vital that you know what | | | | Wherever possible, keep your complaint letter to one |
| you want to achieve before you begin. | | | | side of A4 (it's good for the environment too). |
| A few simple tips from a professional copywriter will | | | | 7. Always get a name and a job title to write to |
| also increase the likelihood of a successful outcome. | | | | Don't waste time and effort by writing to 'whom it may |
| So get that pen out or fire up your word processor; | | | | concern' or 'Dear Sir/Madam'. Make a phone call or |
| here are my top tips on how to write a complaint letter | | | | email to find out who has the power to help you. Then |
| that will gets results. | | | | write or email directly to them. One tip for getting the |
| 1. Decide what you want to achieve | | | | name of the best contact is to say you want to write |
| What will put things right for you? an apology? Money | | | | a letter to praise a member of staff... It works a treat if |
| back? Free product? Whatever you want, don't be | | | | someone won't give you a name. |
| afraid to ask for it. If you want something beyond your | | | | 8. Respect the person you're writing to |
| statutory rights, you have a better chance of success | | | | Without being smarmy, play on the recipient's sense of |
| if you ask for something that means lots to you but is | | | | self-importance. Don't be too proud to ask whether |
| easy for the organization to give you. If there's one | | | | they could see fit to 'authorize a modest gesture to |
| thing that underpins writing a successful letter of | | | | rebuild your confidence in their company. Think how |
| complaint, it's knowing what you want to achieve from | | | | you would react if someone made a reasonable |
| the outset. | | | | request like that in a complaint letter to you? And |
| 2. Target your complaint letter effectively | | | | never forget to gently remind them about the value of |
| Aim high from the start. Don't waste time on a junior | | | | the future revenue stream (how much you'll spend |
| administrator when a more senior person has the | | | | with them) they'll lose if you go to a different store or |
| authority to help you. Make sure that you contact | | | | brand... |
| someone who really can help you rather than just | | | | 9. Always offer something in return |
| passing your complaint letter on. | | | | Just because you are writing a letter of complaint |
| 3. Write a properly written, spelled and presented letter | | | | doesn't mean you can't offer the business something |
| Handwritten or word processed, make sure your | | | | too. Be sure to reassure them that, once your |
| complaint letter or email has instant credibility. If | | | | complaint has been satisfactorily resolved, you'll |
| necessary get help writing it. Remember too that, in a | | | | continue to be a loyal customer. Most smart managers |
| world obsessed with email, a well presented | | | | understand that a problem resolved to the customer's |
| conventional letter often stands out on a busy | | | | satisfaction often builds long-term brand loyalty. |
| manager's desk. | | | | 10. Always say thank you |
| 4. A letter of complaint should get the reader's | | | | End your letter of complaint by saying 'thank you' in |
| attention early | | | | expectation of a satisfactory (for you) outcome - and |
| Explain your position and how their (the organization's) | | | | say it again when your complaint has been |
| failing has affected you. Build empathy - it's a key | | | | satisfactorily resolved. |
| principle of learning how to write a complaint letter. | | | | Like all sorts of writing, learning how to write a |
| 5. Be assertive (not aggressive) and confident | | | | complaint letter that works comes with practice. |
| Know your rights and expect to succeed. Always be | | | | Whether you're a complaint letter novice or an old |
| concise and businesslike and respect that the recipient | | | | hand, these 10 tips should help your next complaint |
| of your complaint letter is a busy person too. Help | | | | letter be even better and more effective than before. |
| them to save face while giving you what you want. | | | | |