A complaint letter should be written in a polite and considerate way by incorporating the following factors or elements:
- Specific cause of complaint: In a complaint letter, the customer should mention the specific cause of complaint. This will help the seller to understand his fault and to take necessary steps for adjustment.
- Nature of loss: Complaint letter must specify the nature and extent of damage caused in terms of money, loss of sales, loss of service or goodwill.
- Amount of loss: If any financial loss has to fault to the seller or transport authority, actual amount of loss should be mentioned with supportive documents.
- Possible remedy: A complaint letter should clearly indicate the probable remedies for setting the complaint.
- Avoiding assumptions: In the letter, the buyer should include only the actual event. There should not be any assumption on the part of the buyer.
- Courteous language: Language of complaint letter should be simple, easy, courteous and friendly. However, its tone should be straightforward.
- Documentary proof: Sufficient documents should be enclosed as proof of complaint. Without necessary documents, the letter may have no value to the recipient.
- Controlling anger: Though anger is a natural reaction of the affected buyer, it is not wise to express anger. Rather, the buyer should make a complaint in a respectful and considerate way.
- Art of presentation: Complaint should be made artfully. That is the buyer should raise the complaint in a way that does not hurt the seller. Artful presentation requires raising the complaints passively rather than directly.
- Mentioning preventive measures for future: For preventing the mistakes in future, the buyer can suggest the seller some alternative course of action.
