How to Write a Letter to a Company About a Complaint

Table of Contents

1. Identify the Reason for Your Complaint

Before writing your letter, clearly define the issue you want to address. Common complaints to companies include:

Defective or damaged products
Poor customer service
Billing errors or unauthorized charges
Delayed or missing deliveries
False advertising or misleading product descriptions
Refund or return policy disputes

Clearly stating the issue ensures your complaint is taken seriously.

2. Gather Important Details

To make your complaint effective, include:

Date and location of purchase or service
Order number, receipt, or invoice details
Name of the staff member involved (if applicable)
Description of the problem
Copies of relevant documents (receipts, emails, photos, etc.)

Providing specific details helps the company investigate and resolve your complaint quickly.

3. Address the Letter to the Right Person or Department

Send your complaint letter to:

Customer Service Department
Store or Branch Manager
Corporate Office or CEO (for serious complaints)
Company’s Complaints or Support Team (if applicable)

Check the company’s website or customer service policy for the correct recipient and mailing or email address.

4. Use a Professional and Clear Format

Your complaint letter should follow a structured format:

Your Name
Your Address
Your Contact Information (Phone/Email)
Date
Recipient’s Name and Title
Company Name and Address
Subject Line: “Complaint Regarding [Issue]”

A well-structured letter increases the chances of receiving a prompt response.

5. Start With a Polite and Direct Opening

Begin your letter with a professional but firm introduction.

Example:

“Dear [Recipient’s Name],

I am writing to formally raise a complaint regarding [Issue] with [Product/Service] purchased from [Company Name] on [Date]. Despite my attempts to resolve this matter through customer service, I have not received a satisfactory resolution.”*

Even if you are frustrated, maintaining a respectful tone will increase the chances of a positive response.

6. Describe the Issue Clearly and Factually

Provide specific details about the problem, including:

What happened (describe the issue in detail)
Where and when it occurred (date, time, location)
How it has affected you (financial loss, inconvenience, frustration)

Example:

“On [Date], I purchased a [Product Name] from your online store (Order #[Order Number]). Upon delivery, I discovered that the item was defective, with visible damage to the [specific part]. I immediately contacted customer service on [Date], but I have not received a replacement or refund despite multiple follow-ups.”

Stick to the facts and avoid emotional or exaggerated language.

7. Mention Any Previous Attempts to Resolve the Issue

If you have already contacted the company about the issue, mention it.

Example:

“I first reported this issue to your customer service team on [Date] and was given Case Reference #[Reference Number]. I was assured that the matter would be resolved within [Timeframe], but no action has been taken.”

This demonstrates persistence and that you followed proper steps before escalating the complaint.

8. State Your Desired Resolution

Clearly explain what outcome you expect, such as:

A refund or replacement for a defective product
A written apology for poor service
Compensation for inconvenience
An investigation into the issue and corrective action

Example:

“I kindly request a full refund for the defective item as per your return policy. Additionally, I would appreciate a response detailing what measures will be taken to prevent similar issues in the future.”

9. Request a Response and Set a Deadline

Encourage the company to respond within a reasonable timeframe.

Example:

“Please provide a written response within 14 days outlining the steps being taken to resolve this matter. If no action is taken, I may have to escalate my complaint to consumer protection agencies.”

This encourages accountability while maintaining professionalism.

10. Close the Letter Professionally

End with a polite closing statement.

Example:

“Thank you for your time and attention to this matter. I look forward to your response and a satisfactory resolution.”

Use a formal sign-off:

Sincerely,
[Your Full Name]

Sample Complaint Letter to a Company

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

Customer Service Manager
[Company Name]
[Company Address]
[City, State, ZIP Code]

Subject: Complaint Regarding [Product/Service] – Order #[Order Number]

Dear [Customer Service Manager],

On [Date], I purchased a [Product Name] from your online store (Order #[Order Number]). Upon delivery, I discovered that the item was defective, with visible damage to the [specific part]. I immediately contacted customer service on [Date] and was given Case Reference #[Reference Number]. However, despite multiple follow-ups, I have not received a refund or replacement.

I kindly request a full refund for the defective item as per your return policy. Additionally, I would appreciate a response detailing what measures will be taken to prevent similar issues in the future.

Please provide a written response within 14 days outlining the steps being taken to resolve this matter. If no action is taken, I may have to escalate my complaint to consumer protection agencies.

Thank you for your time and attention. I look forward to your response.

Sincerely,
[Your Full Name]

Frequently Asked Questions

1. Should I send my complaint letter by email or mail?
Most companies accept complaints via email, but a physical letter may be taken more seriously. Check the company’s website for their preferred complaint method.

2. How long should I wait for a response?
Companies typically respond within 7-14 business days. If you do not receive a response, follow up or escalate the complaint.

3. What if the company ignores my complaint?
If you do not receive a response, consider escalating your complaint to:

The company’s corporate office
A consumer protection agency
Posting a review on social media or complaint forums

4. Can I demand compensation for poor service or a defective product?
Yes, if the issue caused financial loss or inconvenience, you can request compensation such as a refund, discount, or credit.

5. Should I include evidence with my complaint letter?
Yes, attaching receipts, screenshots, chat transcripts, or any other proof strengthens your complaint and speeds up the resolution process.

Conclusion

Writing a complaint letter to a company requires clarity, professionalism, and supporting evidence. Clearly describe the issue, request a reasonable resolution, and set a deadline for a response. Following these steps will increase the chances of receiving a prompt and fair resolution.

Martin taggart