Writing an effective letter of complaint is very difficult. When you are not satisfied with products or service
received, you should write a letter to the service provider. You should state what the problem is
and what can be done to improve the situation without being rude or too emotional. Living in England,
I happen to be an expert in this kind of letter. I have had a lot of practice. Here is an example
of a real letter sent to a train company in England.
| Dear Sir/
Madam,
I wish to make an official complaint regarding your pitiful on-line
booking service. On the 7th of August, I ordered a return ticket
from the on-line seat sales, travelling from London to Nottingham
on 13th August. By the 12th of August, these tickets have not arrived.
Calls to your customer helpline achieved nothing more than endlessly
being held in queues. The next morning, I went to St. Pancras early
in hope of getting replacement tickets from the staff. Having spent
20 minutes in the queue and with the train I had to catch about
to leave, I was forced to purchase another set of tickets from one
of your machines. Imagine my lack of surprise upon returning to
London the next day. I found, waiting for me, the tickets postmarked
on the day that I was travelling.
What is particularly galling is that this is not the first time
this has happened to me. Is it too demanding for you to put the
tickets in the post in time for me to use them?
I enclose the relevant tickets. Needless
to say, the very least I require is the refund of the second tickets
purchased. I would also like your assurances that you would improve
your services, at least bringing them up to third-world standard.
|
In this letter, I was very firm in saying that ‘I
wish to make an official complaint regarding…your service’. I then explained
the difficulties experience in buying train tickets online. It is effective
to sound firm and demanding. Remain your politeness as you make a complaint.
Do not just complaint for the sake of it. Before ending your letter, you
should suggest how your complaint be dealt.
You might find some of these expressions useful: I
am writing in response to the poor service I received at ….
I wish to make a complaint regarding… the late delivery, defective goods,
rude staff.
Would it be possible for you to…?
I would like you to look into the matter and pay me the correct amount
of my refund.
I demand a personal apology from the personnel involved.
I would appreciate your timely response concerning this matter.
I would be grateful if we could bring this matter to a close.
If you have not responded to me about this matter within seven working
days from the date of this letter, I shall be making a formal complaint
to… the banking ombudsman.
|
