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Introduction
:Letters of
complaint usually include the following stages:
Background
Problem
- cause and effect
Solution
Warning
(optional)
Closing
Background
This section
describes the situation; e.g.
I
am
writing
to
inform
you
that
the
goods
we
ordered
from
your
company
have
not
been
supplied
correctly.I
attended
your
exhibition
Sound
Systems
2011
at
the
Fortune
Hotel
(22-25
January)
and
found
it
informative
and
interesting.
Unfortunately,
my
enjoyment
of
the event was spoiled by a number of
organisational problems.I am a shareholder of
Sunshine Bank and I am very concerned
regarding
recent
newspaper
reports
on
the
financial
situation
of
the
bank.
Your
company
is
listed
as
the
auditor
in
the latest
annual report of the bank, so I am
writing to you to ask for an explanation of the
following issues.I am writing to inform
you of my dissatisfaction with the food
and drinks at the 'European Restaurant' on 18
January this year.
Problem
:
On
28
March
2011
we
placed
an
order
with
your
firm
for
12,000
ultra
super
long-life
batteries.
The
consignment
arrived
yesterday
but contained only
1,200 batteries. Firstly , I had difficulty in
registering to attend the event. You set up an on-
line
registration facility, but I found
the facility totally unworkable
.You
sent us an invoice for $$10,532, but did not deduct
our usual 10% discount .We have found
16 spelling errors and 2 mis-labelled diagrams in
the sample book.
:
This
error put our firm in a difficult position, as we
had to make some emergency purchases to fulfil our
commitments to
all our customers. This
caused us considerable after spending several
wasted hours trying to register
in this
way, the computer would not accept my
application.I am therefore returning the invoice
to you for
large number of errors is
unacceptable to our customers, and we are
therefore unable to sell these books.
Solution
I am writing to ask
you to please make up the shortfall immediately
and to ensure that such errors do not happen
I please ask you to look into these
send us a corrected invoice for $$9,479I enclose a
copy of
the book with the errors
highlighted. Please re-print the book and send it
to us by next Friday.
Warning
(optional)
Otherwise, we may have to
look elsewhere for our supplies.I'm afraid that if
these conditions are not
met, we may be
forced to take legal the outstanding fees are not
paid by Wednesday, 13 April 2011, you will incur
a 10% late payment fee.
Closing:
look
forward
to
receiving
your
explanation
of
these
matters.I
look
forward
to
receiving
your
payment.I
look
forward
to hearing from you
shortly.
Politeness
；
he
tone
of
complaint
letters
should
not
be
aggressive
or
insulting,
as
this
would
annoy
the
reader
and
not
encourage
them to solve the problem. In addition,
questions such as 'Why can't you get this right?'
should not be included.
Content
The content should
contain enough details so that the receiver does
not have to write back requesting more. Legal
action is not normally threatened in
the first letter of complaint, unless the
situation is very serious.
Adjustment
letter
Acknowledging receipt of a
complaint letter
；hank you for your
letter of … regarding / concerning / in
connection with … I refer to your
letter of … about / relating to … Apology for the
error or fault
；
We must apologise
for …；We sincerely apologise for …
；Please accept our apologies for … ；
I
would like to apologise for the error made
by our company in
(verb+ing)
；
Accepting the Complaint
We
agree that the usual high standards of our
products / services were not met in this instance.
；
A short explanation of the
fault
；
Introductory
phrase
；
As a result of our
investigation, we found that... (Not: After our
investigation...)
Causes
:
The error
was caused by … / was due to … ；Apparently, the
problem was the result of … / resulted from …
；
The cause of / reason for the mistake
was …
Effects
：
As a result …
；
Thi
s led to … ；Consequently
…
Solutions
：
We
have modified
/ changed our ...
；
We
have implemented a system
to...
；
To
prevent
re-occurrences we have set
up a
verification procedure.
Assurances
：
e
assure you that this will not happen
again.
Investigation to be made
：
We are currently
investigating the cause of
...
；
We
will
investigate the cause of...
Proposal to settle the
difficulty
：
As
a gesture of our regret, we are
prepared to …/ we are willing to …/ we would like
to … ；
To
show
goodwill, we will …
An
offer to take goods back, make a replacement, give
a discount etc.
We
have
dispatched the new items by express courier. They
should arrive by Monday, 11 April
2011
；
To
show our
goodwill, we
would like to offer you a
5% discount on your next order with us.
Regret
at
dissati
sfaction
：
While
we
can
understand
your
frustration
...
；
We
understand
how
disappointing
it
can
be
when
your
expectations are not
met.
Rejecting
responsibility for the problem leading to the
complaint
：
I
regret to inform you that …
；
I
am afraid that
…
Unfortunately
,
I must point out that …
Reasons
for
the <
/p>
rejection
：
This
is
because
the
guarantee
period
has
expired.
This
is
due
to
the
fact
that
the
guarantee
period
has expired.
If a third party (another
person or organisation) is to blame, direct the
complainer to that party
：
We
therefore suggest
that you
contact...
A concluding
paragraph aiming at retaining the goodwill of the
customer
：
We
look
forward to receiving your further orders,
and assure you that they will be filled
correctly / promptly.
Everlong Batteries
171 Choi
Hung Road
Hung Hon, Hong Kong
Tel/Fax 2235 2449
6 Apr 2011
Mr J Wong
Purchasing Officer
Fortune
Goods
317 Orchard Road
Singapore
Dear
Mr Wong
Order No. 2639/L