Complaint Letter
Alfina Fauziah (7101419118)
Nida Kusuma Dewi (7101419133)
Salsabila Inestia (7101419192)
COMPLAINT LETTER
A
complaint letter is part of written communication.Writing a letter of complaint can be tricky, but the
most important thing to remember is to be direct and tasteful. No one will take
your complaint seriously if you are ranting and raving. In this section, we
will study about complaint letter,
starting from the definition, structure, until the useful phrase that used to
write the complaint letter and an example that makes it easier for you to write
a complaint letter
Definition
A Complaint Letter is a
type of letter written to address any type wrong doing, offence, grievance,
resentment arising out of a product, service etc. Complaint Letters are used to
raise your concerns about unfair things and seek a productive outcome. They are
also used to vent out your pent up emotions arising out of your suffering or
bad experience. It is a fundamental right and duty of a citizen to seek justice
arising out of any injustice, which is initiated by a Complaint.
Parts of complaint
letter
1. Introduction
An introduction that clearly identifies the subject of
the complaint.
In the introduction you say who you are: give basic
information about yourself and your relationship to the person you're
addressing. You do not need to state your name, as that will be evident at the
end of the letter.
Examples :
a. I bought a television set (a Simsang 55" Q8FN
QLED Smart 4K UHD TV) from your store on March 20, 2018.
b. The package trip was booked from your office on
Bond Street Tuesday afternoon of last week, after personally consulting with
Ms. Mary Marple, an employee of yours.
c. State the reason(s) why you are writing the letter,
for example :
• The reason I am writing is to express how deeply
disappointed I am about the entire experience.
• I am writing to complain about the faulty
installation of my kitchen appliances.
• I want to protest about the misleading description your brochure gave of the cruise.
2. Main body
A body paragraph that (a) clearly and specifically
explains the nature of the complaint, and (b) provides the reader with all of
the information needed to provide an appropriate response.
In the main body :
a. You give details about the problems you encountered
and wish to point out.
b. Each new detail must be described clearly in a new
paragraph.
Examples :
a. I was told there would be vegetarian meals available
free of charge. However, not only did the menu not include any vegetarian
meals, but we were also told that no discount would be made if we ordered a
regular meal without the meat.
b. An assistant informed me that the caterers would arrive at 9 am sharp to set up the tables, chairs and gazebos. By 11 am no one had arrived. When I called the cell phone number I had been given, there was no reply. It was at around quarter past noon that a van arrived and two of your employees started setting up in a hurry, without even apologizing for their delay.
3. Conclusion
A conclusion that clearly states what actions are
needed to remedy the problem.
In the conclusion :
a. You should mention what you expect the person you
are writing to, to do about the problem. The conclusion is therefore a call to
action.
b. You should also remind the recipient of the letter
of your feelings (disappointment, indignation, etc.)
Examples :
a. I feel you had a responsibility to inform us of
these problems before we set off on the cruise, which is why we demand a
partial refund.
b. Our disappointment, as you can imagine, is great. We insist that you replace the faulty appliance at once at no extra cost. I hope this matter will receive your immediate attention.
Here are some
examples of sentences that are often used in the complaint letter :
Opening Greeting
• Dear
Sir / Madam,
• Dear
Mr. / Mrs. / Ms. + last name,
Introduction
• I am
writing to complain about ...
• I am
writing regarding ...
• I am
writing on account of ...
• I am
writing on the subject of ...
• I am
writing to you in connection with ...
• I am
writing to tell you how disappointed/annoyed I feel about ...
• I am
writing to draw your attention to ...
• I
want to protest about ....
• I was
deeply dissatisfied with/by ...
• I am
writing to express my strong dissatisfaction with ...
• I am
writing to express my disgust at the appalling (treatment I received while
staying at your hotel)
Main Body
• I was
amazed/distressed/horrified to find that ...
• As
you must realize, ..
• I am
sure you know that …
• I am
sure you can imagine ...
• I am
sure you will appreciate that ...
• It
goes without saying that ...
• You
can imagine how we felt when ...
• As
well as this, ...
• In
spite of the fact that ...., ...
• To
make matters worse, ...
• Although
I was told there would be ...
• I
used it/them only a few times ...
• The
label says ...
• I
haven't received the goods I ordered ...
• The
brochure mentioned ...
• There
is a one-year guarantee ...
• I was
appalled at the poor quality / rude service / unsatisfactory accommodation /
overpriced rooms
Conclusion
• At
the very least, I look forward to receiving ...
• I
feel you are responsible for ...
• I
feel you are partly responsible for ...
• I
feel you have a responsibility to ...
• Unless
you ... , I am afraid that I will have to take this matter further.
• The
least you can do is ...
• I
insist on immediate action ...
• I
insist upon full compensation or I will be forced to take this matter further.
• I
insist you replace this at once.
• I
demand a full refund ...
• I
hope you will deal with this matter quickly.
• I
hope you will resolve this matter quickly.
• I
hope this matter will receive your immediate attention.
• I
trust this matter will receive your immediate attention.
• I
trust the situation will improve.
• I
hope we can sort this matter out amicably.
• I
hope that I will not be forced to take further action.
Closing
• When
the opening greeting is Dear Sir/Madam, we close with Yours faithfully,
• If we
opened the letter with Dear + name, we close with Yours sincerely,
Example of
complaint letter
TOKO FURNITURE
Ahmad Yanistreet, Number 15, Bandung
Phone: 081312345678 Fax: (021) 1234567
Email: toko15@gmail.com
September 6th, 2016
To:
Mr.Sanjaya
PT. MAJU JAYA
GatotSubrotostreet, Number 11
Solo
Dear Sir,
Through this letter we would like to inform you that
our orders had arrived. Our orders are:
1.
2
sets sofa and table European style
2.
2
sest sofa and table Asian style
3.
A
set of computer table
4.
5
sets study table
However, after we checked the products you sent us,
there are some damages of some furnitures. The damages are :
1.
The
damaged of the computer table
2.
The
damaged of three chairs of study table
We are not sure whether the damaged has been caused by
poor handling or wrong packing. But, we already mentioned before that we
required our orders to be handled with care. Eventhough we received our orders
in time, but we can not accept the damaged products.
We will send back the damages products to your
company. We hope we will receive the replacements within a week.
Thank you for your concern.
Regards,
TOKO FURNITURE
A Complaint Letter is a type of letter written to address any type wrong doing, offence, grievance, resentment arising out of a product, service etc. Part of the complaint letter are introduction, main body and conclusion. There are several phrases that you can use to write a complaint letter, such as I am writing to complain about for introduction, I am sure you know that for main body and many more.
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