How to Write a Complaint Letter to a Company (Step-by-Step Guide)

Table of Contents

1. Understand When to Write a Complaint Letter to a Company

A formal complaint letter to a company is necessary when you experience:

Defective or damaged products
Poor customer service or unprofessional staff
Billing errors or overcharges
Delayed or failed deliveries
Breach of contract or false advertising
Unfulfilled refunds or warranty claims

A well-structured complaint letter ensures that your concerns are taken seriously and increases the chances of compensation, a refund, or corrective action.

2. Gather Important Information

Before writing your letter, collect the following:

Purchase details (order number, invoice, receipt, date of purchase, etc.)
Product/service details (model number, serial number, etc.)
Previous complaints made and reference numbers (if applicable)
Screenshots, emails, or documents supporting your complaint
Company policies related to returns, warranties, or customer service

3. Maintain a Professional and Respectful Tone

Even if you are frustrated, keeping your letter formal and respectful will improve the likelihood of a positive response. Avoid using aggressive language or threats.

4. Include Your Contact Information

At the beginning of your letter, provide:

[Your Name]
[Your Address]
[City, State, ZIP Code]
[Your Email]
[Your Phone Number]
[Date]

Below this, add the recipient’s details:

To,
[Company Name]
[Customer Service Manager / Complaints Department]
[Company Address]

5. Write a Clear Subject Line

Your subject should summarize your complaint, such as:

“Formal Complaint Regarding Defective Product – Order #12345”

6. Start with a Strong Opening Paragraph

Clearly state the purpose of your letter and summarize your complaint.

Example:
“I am writing to formally complain about a defective product I purchased from [Company Name] on [Date]. Despite my attempts to resolve this issue through customer service, I have not received a satisfactory resolution. I am seeking immediate action to rectify this matter.”

7. Provide a Detailed Explanation of the Issue

Describe the problem clearly, including specific details.
Mention how the issue has affected you (financially, inconvenience, frustration, etc.).
Reference any previous interactions with customer service and their responses.

Example:
“On [Date], I purchased a [Product Name] (Model No. XYZ) from your website. However, upon arrival, the product was not functioning as advertised. I contacted customer support on [Date] and was assured a replacement, but I have not received any updates. This delay has caused inconvenience, and I expect an immediate resolution.”

8. Attach Supporting Evidence

Include copies of:

Receipts, invoices, or order confirmations
Photos or videos of the defective product
Screenshots of email conversations with customer service
Relevant company policies supporting your claim

9. Request a Specific Resolution

Clearly state what action you expect the company to take, such as:

A full refund or replacement
Compensation for inconvenience caused
Better customer service and policy improvements

Example:
“I request an immediate replacement of the defective product or a full refund. Additionally, I expect a written response within 7 days outlining the steps your company will take to resolve this matter.”

10. End with a Professional Closing

Thank the recipient for their time and request confirmation of receipt.

Example:
“I appreciate your prompt attention to this matter and look forward to your response within the next 7 days. Please confirm receipt of this letter and provide a complaint reference number for follow-up.”

Sincerely,
[Your Name]

11. Submit the Letter Through the Proper Channels

Most companies accept complaints via:

Email (to customer service or complaints department)
Certified mail (for official documentation and tracking)
Online complaint forms (if available on the company’s website)
Social media (as a last resort, tagging the company may get a faster response)

12. Follow Up If Necessary

If you don’t receive a response within 7-14 days, follow up with:

A phone call to the customer service department
A second written complaint referencing the first one

13. Escalate If the Issue Remains Unresolved

If the company does not resolve your complaint, escalate by:

Filing a complaint with consumer protection agencies
Posting an honest review on public forums and social media
Seeking legal advice if necessary

Frequently Asked Questions

1. What should I include in a complaint letter to a company?

Your letter should include details of the issue, supporting evidence, and a request for resolution.

2. How long should I wait for a response?

Most companies respond within 7-14 days, but this may vary depending on the complaint.

3. Can I request a refund for a defective product?

Yes, if the product was defective or not as described, you are entitled to a refund, replacement, or repair, depending on company policy.

4. What if my complaint is ignored?

If ignored, escalate your complaint to consumer rights organizations or legal authorities.

Yes, many companies respond faster to public complaints on social media, but it’s best to submit a formal letter first.

6. Should I send my complaint via email or a printed letter?

Email is faster, but a printed letter sent via certified mail provides stronger documentation.

Martin taggart