1. Understand the Purpose of a Formal Complaint Letter
A formal complaint letter is used when:
- A product, service, or experience has not met expectations.
- You have faced poor customer service, workplace issues, billing errors, or contract disputes.
- Informal resolutions have failed, and a written record is needed.
Common scenarios include faulty products, service delays, unfair treatment, workplace concerns, and harassment complaints.
2. Gather All Relevant Information
Before writing your complaint letter, collect:
- Dates and times of incidents.
- Receipts, reference numbers, or contracts supporting your claim.
- Correspondence records (emails, chat logs, or call transcripts).
- Witness statements or photographic evidence, if applicable.
Having clear evidence strengthens your complaint.
3. Use a Professional and Formal Structure
A formal complaint letter should follow a structured format:
- Your Contact Details: Name, address, phone number, and email.
- Date: The day you are submitting the letter.
- Recipient’s Contact Information: Name, company, or department address.
- Subject Line: Clearly state the purpose (e.g., “Formal Complaint Regarding [Issue]”).
4. Open with a Direct and Professional Statement
Begin with a clear, polite, and direct introduction:
“Dear [Recipient’s Name],
I am writing to formally raise a complaint regarding [briefly state the issue]. Despite previous attempts to resolve this matter, the issue remains unresolved.”
If unsure who to address, use “Dear Sir/Madam”.
5. Describe the Issue Clearly and Factually
Provide a detailed but concise explanation of your complaint:
- What happened?
- When and where did it occur?
- Who was involved (staff, colleagues, etc.)?
- What impact did it have on you?
Example:
“On [date], I purchased [product/service] from [company]. However, the product was faulty upon arrival. I contacted customer service on [date] and was assured a replacement, but no action has been taken to date.”
6. Refer to Relevant Policies or Consumer Rights
If applicable, cite:
- Company policies on returns, refunds, or service guarantees.
- Consumer Rights Act 2015 (UK) for faulty goods or services.
- Local laws that support your case.
Example:
“Under the Consumer Rights Act 2015, I am entitled to a refund or replacement for faulty goods. I request that you honour this obligation.”
7. Specify Your Desired Resolution
Be clear and reasonable about what you expect:
- Refund, replacement, or service correction.
- A written apology.
- Disciplinary action or policy review.
Example:
“I request a full refund of £[amount] within 14 days. If this matter is not resolved, I will escalate my complaint to [Ombudsman/Regulatory Body].”
8. Set a Response Deadline
Give the company a fair timeframe to respond, typically 14 days.
“Please respond within 14 days outlining the steps you will take to resolve this issue.”
9. Maintain a Polite and Professional Tone
Even if you are frustrated, avoid aggressive language. Instead, be firm and respectful:
“I appreciate your prompt attention to this matter and look forward to your response.”
A polite tone increases the likelihood of a constructive resolution.
10. Sign Off and Keep a Copy
End your letter formally:
“Yours sincerely,
[Your Full Name]”
If addressing “Dear Sir/Madam”, use “Yours faithfully” instead.
Important: Keep a copy of your complaint for future reference.
Frequently Asked Questions
1. How do I send a formal complaint letter?
Send it via recorded delivery or email with a read receipt for proof.
2. What if I don’t receive a response?
Follow up with the company or escalate the complaint to an ombudsman or regulatory body.
3. Can I request compensation for poor service?
Yes, if the issue caused financial loss or inconvenience, compensation may be appropriate.
4. Should I include evidence in my complaint letter?
Yes, attaching receipts, emails, or photos strengthens your case.
5. How long should a formal complaint letter be?
Keep it one page, making it clear, factual, and to the point.
6. Can I take legal action if my complaint is ignored?
Yes, you can escalate your complaint to a consumer protection agency, employment tribunal, or legal body if necessary.
Conclusion
Writing a formal letter about a complaint requires clarity, professionalism, and supporting evidence. Following this structured approach increases your chances of a swift and fair resolution. Be factual, polite, and firm in your request.