A complaint letter should never be written in angry or sarcastic terms. It is quite likely that the fault lies entirely with the supplier, and the customer has reason to feel angry and burst into a temper. All the same, he must keep himself cool and write to the supplier a tactful letter. He must know that mere expression of anger or grievances will do him no good. What he wants is an adjustment or compensation. He can get the adjustment and compensation provided he displays the right attitude in his letter of complaints. If he sends the goods back because they are of inferior quality or if he threatens to sue the supplier for delayed delivery of goods, the supplier would keep quiet and allow him to proceed in a manner he likes. This would mean unnecessary litigation, loss of time and loss of money. Besides, what would happen in a court of law is unpredictable. It is, therefore, rightly said that whatever the cause, the claim or complaint should be made calmly, courteously and objectively. A tactfully written letter of claim alone will bring adjustment. The writer must realize that a letter of complaint is not just a routine letter, and he has to get his money's worth and not just quarrel and break off with the seller.

The following rules should be observed while writing a letter of complaint:-

1)Promptness

A letter of complaint must be sent at once, as soon as the error is detected. It creates an impression of genuineness. Delay arouses suspicion.

2)Completeness and clearness

Since the aim of the letter is to get an adjustment, the letter should give the exact details of what is wrong - with the goods or with the service. The letter should also mention the date of order, nature of the error, extent of damage or inconvenience etc.

3)Genuineness

One has to prove one's honesty. The writer must therefore prove that the complaint is genuine, and is not false. He can do so by producing the necessary evidence. For example, if he says that the goods are not according to the sample, he should produce the sample in support of his statement.

4)Legal effectiveness

Complaints should be legally effective. In case matters go to the court the buyer must not suffer on account of the delay or some loop-holes in the complaints letter. Letters of complaints are sometimes drafted by advocates. The customer should fix the responsibility on the supplier himself in his complaints letter. He has to state the kind of loss or hardship he has suffered and ask for compensation. If he does not state these things in his letter, he may not be able to state them at a later stage in a court of law.

5)Courtesy

The buyer should never write something that will annoy the supplier. A little politeness or courtesy would go a long way in putting the supplier in the proper frame of mind to grant a suitable adjustment. Courtesy is a strong persuasive element, and therefore a complaint letter should be written courteously.

6)Tact

The buyer should refer to the reputation of the supplier and say that he never expected such quality of goods from the supplier. This would put the supplier in the proper frame of mind and he would try to keep up the reputation by making an adjustment.

Visit http://www.101businessletter to get more FREE and effective letters of complaints.

Jean Taylor
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