The Newsroom

It can often feel overwhelming to begin writing a complaint letter, especially when faced with the task of organizing your thoughts. Many people find themselves struggling to find the right words or unsure of what to include. However, starting a complaint letter doesn’t have to be a daunting task. Simply stating the facts and explaining why you believe the company should assist you is often enough. If you find yourself struggling with the writing process, Consumerist is here to lend a helping hand.

Here’s an example letter, based on a recent successful complaint to a car reseller that crossed our desk recently. We’ve obscured the details, but the overall format of the letter remains the same.

The summary: If you can’t sum your problem up in two or three sentences, have someone else read your e-mail and do it for you. As Consent’s Newsroom tipline reader, I cannot emphasize enough the importance of getting your point across before the letter-reader’s eyes glaze over. In the first paragraph, put your problem and suggested resolution. Then get on with the details.

Kamoga Edwin
Luweero Kasaana
Uganda

14th April, 2014

Semiki Motors
Customer Service Department
Kampala
Uganda

 

Dear Semiki Motors:

I am writing to express my significant concerns regarding a problem I have encountered with my recent vehicle purchase and seek a resolution. On [Date], I purchased a Toyota RAV4 from your dealership located in Kampala. However, since the purchase, I have been experiencing persistent mechanical issues with the vehicle.

Next are the details: who, what, where, when? Include addresses, store numbers, and serial numbers if applicable to your situation. Here you can add more details about your incident or problem and elaborate on what you recounted in the opening sentences if you need to.

The problems I have faced include frequent engine stalling, unexpected loss of power, and recurring electrical malfunctions. Despite bringing the car to your service center multiple times for repairs, the issues persist, causing significant inconvenience and frustration. This situation has raised doubts about the overall quality and reliability of the vehicle.

I kindly request that you thoroughly investigate the persistent problems with my vehicle and provide an effective and lasting solution. Considering the frequency of the issues and the substantial investment I made in purchasing the car, I believe it is only fair that Semiki Motors takes full responsibility for rectifying the problems without any additional cost to me.

I have attached copies of the service records and repair invoices for your reference. These documents outline the multiple attempts made to resolve the issues, which have unfortunately proven unsuccessful thus far.

This next section is optional, but often helpful: discuss how your problem goes against the product’s branding and marketing, and also your relationship with the brand. Of course, don’t feel the need to explain your relationship to the brand if you don’t really have a history of using their products or friends or family who do. Yet consider the product’s branding and marketing and how it relates to your situation: does the company tout its notebook computers’ portability while your own battery won’t charge, tethering you to your desk? Has a travel website that advertises itself as convenient and integrated caused serious problems with your travel plans? Mention any such contrasts if they apply.

As a loyal customer of Semiki Motors, I have previously recommended your brand to friends and family. However, the current experience has made me question the quality and reliability of your vehicles, and I am reconsidering my future purchase decisions and recommendations.

I trust that Semiki Motors values its customers and strives to uphold its reputation for delivering high-quality products and exceptional customer service. I respectfully request your prompt attention to this matter and a resolution that ensures my satisfaction as a valued customer.

Please acknowledge receipt of this complaint letter within a reasonable timeframe and provide me with a clear plan of action for addressing the issues outlined. I trust that Semiki Motors will take the necessary steps to promptly rectify the situation and restore my faith in your brand.

Thank you for your attention to this matter. I look forward to a swift and satisfactory resolution.

Sincerely,
Kamoga Edwin

That’s it! It can also help in some cases to give the company a reasonable deadline to respond to you, and to outline any other acceptable resolutions. Telling the company what you want is an important starting point, even if what you want is only an apology.