Composing An Effective Complaints Letter - Consumer Rights 101

The importance of our rights as consumers is a given in most peoples minds and we never doubt our entitlement to good quality in the products or services we buy. Every now and again though, things go pear shaped and we end up with sub standard goods or service. When this happens a complaints letter is often the most effective way of resolving the problem.

There are as many approaches to writing a letter of complaint as there are people complaining, some gently persuasive and others deserving of FBI intervention. The former approach has proven to be the winner though with a calm, diplomatic demeanour generally winning out over the aggressive, wax doll treatment.

The first step is to establish who to address the letter to. Try and avoid being too general about this as “Dear Sir” letters tend to be ignored. If you don’t know who the accountable person is, find out and add. ress the letter to them directly. This creates an immediate environment of accountability.

Once you have the moral high ground firmly under foot, maintain focus. Getting side tracked and meandering off into unrelated territory is not wise and robs the letter of its gravity. Restrict the body of the letter to the exact cause of the grievance and never embellish the facts.

Always try and address the complaint to a specific person, ideally the top of the accountability heap. If you don’t know who this is, find out. A vague “To whom it may concern” letter will, in all likelihood, be processed through the office shredder. Accountability is the magic word here. Making your letter of complaint the personal property of a specific person lessens the chances of nimble, elusive footwork.

If you want your complaints letter to be taken seriously, never use abusive or threatening language. Such descriptive turns of phrase may make you feel better but do nothing for the business at hand. Remember, you want resolution, not pistols at dawn.

Whether you have been confined to the porcelain throne for several days courtesy of a bad ham or not, try and keep your anger in check and start the letter off on an upbeat, positive note. Mention the fact that you have enjoyed years of convenient and non-intestinally challenging shopping at the relevant store and intend to continue doing so. This sets a mood conducive to resolution from the get go.

Fortunately most grievances are caused by genuine mistakes and in the majority of cases the vendor wants a quick and satisfactory result as much as you do. This may not be that case for long though if you send your letter in a black box with an engraved bullet or dead rat included. Keep it respectful, factual and to the point and the results are bound to be positive.

These pointers should ensure that any complaints letter you need to write scores big and gets the desired results. So, the next time that TV dinner explodes in your face remember the steps. Sit down, breath deeply and smile.

 

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