Complaint letter (or email) template
Put the company or retailers name and address at the top of your letter to them and then begin your letter.
Dear < whoever is your contact at the business or service >
Re: <Subject of your letter>
Outline the history of your complaint:
♦ For products – state what you bought, when, where, and for what price
♦ For services – state the work you had done, when, where, for what price, and by who
♦ Quote relevant account, customer, invoice, or serial numbers.
State the problem you have with the product or service – for example, was the product faulty or unfit for the purpose you specified? Include the date you first became aware of the problem.
Indicate the steps you have taken to resolve the issue, such as times you have visited, phoned or written to the trader, and the names of people you have dealt with.
Indicate that you have attached or enclosed copies of any supporting documents, such as:
♦ Photos of problems with the product or service
♦ Prior correspondence
♦ Receipts (or other proof of purchase)
♦ Warranties or guarantees
♦ Order forms
Note: Send copies, not original documents. You may need these documents later if you take your complaint further.
If possible, get evidence such as an independent technical report to support your claim.
Clearly state how you would like your complaint resolved – for example, you want the trader or service provider to either:
♦ Refund your money (or provide a credit note)
♦ Repair the product
♦ Replace the product
♦ Fix the work (or pay for the work to be fixed by another service provider).
Give a reasonable timeframe for the trader to take action, such as 10 working days (so don’t count the weekends).
Optional addition: State that if you do not hear from the trader, you will take your complaint further (to the relevant complaints agency). And try not to sound aggressive and overly angry in your letter.
You catch more flies with honey than vinegar!
Include details of when and how you can be contacted.
<Then PRINT underneath your signature your name, address (email or residential whatever suits you) and contact number >
Now if you are still not completely sure how to write this, here is an example I prepared earlier with fictitious names and places.
Let’s face it, who would actually have a name like ‘Muddlebum’!
So here we go…
Muddlebum’s Appliance Store
111 Littlebig Avenue
Century City NSW 2222
1 January 2016
Re: Problem with the faulty food processor bought from Muddlebum’s on December 21st 2015.
I am unhappy with the quality of the food processor I purchased from your business on December 21st 2016 and I am writing to seek a repair or a replacement. The product has a small crack in the top container which caused a mess when it was used. I noticed this problem shortly after I used it and did not use it again. The processor is not of acceptable quality and I would like you to repair or replace it at no cost as is your obligation under the Australian Consumer Law.
I have attached a photocopy of my receipt as proof of purchase. I would appreciate having this problem solved as quickly as possible. Please confirm by return mail (or email) that this will be done stating how long it will take. Once I have confirmation from you I will call you to make arrangements to return the item to the store.
(If you’re posting it back they should pay and…
If it’s a big item you can’t manage by yourself, like a fridge, don’t forget to ask them to pick it up and pay for the return)
Unfortunately, If I do not hear back from you within 10 days, I will lodge a complaint with Consumer Affairs. You can contact me on 9876 5432 during working hours or after hours on 0444 555 999 to discuss this matter further.
Ms. Freda Peoples
12 Sillysauce Street
Swine City 2999