Part IV　Writing Tips

When writing a letter of complaint

1. Open your letter briefly describing the problem.

2. Give complete, specific explanation of the problem.

3. Give the consequences of the problem if possible.

4. Suggest a solution or express your desire to find a solution.

5. Maintain a firm but polite tone.

6. Avoid aggressive language.

7. Write on time.

When writing a reply

1. Make sure you have all the information about the situation before you write the letter.

2. Open your letter by acknowledging the receipt of the complaint letter.

3. Make an apology, explain briefly the fault and offer specific solutions, if you decide to accept the complaint.

4. Express regret for dissatisfaction, explain why you are not at faults, and offer constructive suggestions to help solve the problem, if you reject the complaint.

5. Use an understanding and positive tone.

6. Respond to all complaints with empathy and sympathy.