Complaint letter is a letter to complain about the quality of goods and services. Its purpose is to redeem the loss and obtain the good service through complaining. We should take the complaint seriously, and look on it as a good opportunity to test our work and improve our service.

Key points to write a reply to complaint/claim letters:
        1) Thank for the other party to give some advices, and apologize for the loss occurred;
       2) Declare your actions to take to meet their demands;
       3) Explain briefly the causes of the error;
       4) State clearly what kind of measures you have taken to prevent such things from happening again;
       5) Wish to keep good relationship;

Dear Sir/Madam,
     I wish to make a claim for my luggage, which was damaged during my journey from Shanghai to the UK on flights VS 157 and BD 635, on 27 January 2012.
 

   Upon collection of my luggage at Birmingham Airport, where we were diverted due to adverse weather conditions at Manchester Airport, I found that my large 32 inch suitcase was badly damaged and can no longer be used. I had the staff at the airport check my suitcase instantly and they thought that the damage might have been due to careless loading and unloading and helped me fill in a Property Irregularity Report with their signature. I will therefore need to replace this piece of luggage before I can return to China.
 

   I have enclosed copies of my ticket and boarding cards and the Property Irregularity Report. I hope for a timely response to my claim.
  

  Thank you in anticipation for your assistance with this matter.
                                                                                                                                 Yours faithfully,
                                                                                                                                   James Smith

Dear Sir or Madam,
     Please accept our sincerest apologies for our fault. I can assure you that action has been taken to solve the problem in our airline.
 

    In your letter you complained that your luggage was damaged during your journey from Shanghai to the UK. We are sorry for the inconvenience occurred. We will look into the matter. I want you to know that we’ll try our best to make up for our fault.
   

     I can assure you that this will not happen again. We will do everything possible to remedy the problem as soon as possible.
 

    Thank for your understanding and patience.
                                                                                                                           Sincerely yours，
                                                                                                                               Lucy Moore

                                                                                                                     January 28, 2012
Dear Sirs,
     I wish to make a complaint about your shop assistants’attitude toward their customers.
     That evening, I went to your department store in your hotel with my friend. There was no assistant coming for us until we called several times. One woman assistant showed impatience . To our great dismay, she even called ugly words hearing that we would buy nothing. We were so angry that we quarreled with her.
     As a new guest to your hotel, I am very sorry to experience such a case. Your assistants’ attitude and actions really hurts us.

I hope this letter can make you pay attention to your service to your
customers.
                                                                                                                      Yours Sincerely,
                                                                                                                          Joan Thomas

                                                                                                                    February 7, 2012
Dear Mrs. Thomas,
    Thank you for your letter of January 28. I am very sorry to know what you have encountered in our hotel. When I received your letter, I sent one of my assistants to investigate the matter. It was our shop assistant’s fault that had made you so unhappy. They should be polite to you. I am terribly sorry for that and I have asked her to apologize to you later.
     To express our regret for all the trouble, we offer you VIP discount next time.
     Welcome to our hotel again. I promise that there will be no such things happen again.
                                                                                                       Faithfully yours,
                                                                                                         Graham Johnson
                                                                                                         General Manager