How to Write a Letter of Complaint

Letter of Complaint: Definition

A letter of complaint is a formal letter that expresses concerns about a problem. It is usually sent to a company, organization, or authority to request action or compensation. Complaint letters should be clear, polite, and professional to increase the chances of getting a response.

Structure/Format

A complaint letter follows a standard structure:

Section	Details
Sender’s Address	Your full name and address (top left corner)
Date	The date when you write the letter
Recipient’s Address	The company/person’s name and address
Salutation	"Dear [Recipient’s Name]" (or "Dear Sir/Madam" if unknown)
Introduction	State why you are writing and mention the issue briefly
Body	Explain the problem, include details (dates, locations, receipts)
Request for Action	Suggest a solution (refund, replacement, apology, etc.)
Polite Closing	Thank the recipient and request a response
Signature	"Yours sincerely" (if you know their name) or "Yours faithfully" (if you don’t) + your name

Illustration of How to Write a Letter of Complaint

Letter of Complaint: Writing Guide

1. Opening the Letter

Your first paragraph should:
✅ Explain that you are making a complaint.
✅ Provide essential details (location, time, reference numbers).
✅ Introduce the issue.

🔹 Example:
"I am writing to complain about the poor service I received at your hotel on 12th June. Despite booking a deluxe room, I was given a small, poorly maintained room with no air conditioning."

2. Explaining the Problem

Use past simple passive to describe what happened to you.

Passive Voice	Example
was/were + past participle	We were given a small, squashed sandwich.
had been + past participle	I realized that we had been charged extra.

🔹 Example:
"We were assured that all rooms had free Wi-Fi, but we later found out that we had been misinformed."

Use reported speech when referring to printed information.

Direct Information	Reported Speech
"All rooms have air conditioning."	The website stated that all rooms had air conditioning.
"You will receive 24/7 customer support."	The brochure claimed that we would receive 24/7 customer support.

🔹 Example:
"The advertisement claimed that the tour included three meals per day. However, we only received breakfast."

3. Linking Your Points

If there are multiple issues, use connectors to organize your complaints.

Connector	Purpose	Example
Firstly, Secondly, Finally	To list problems	Firstly, the room was dirty. Secondly, the staff was rude.
Additionally, Furthermore	To add more details	Furthermore, the bed was broken.
To make matters worse	To emphasize a serious problem	To make matters worse, the manager ignored my complaint.
However, Although	To contrast with expectations	Although the website promised free Wi-Fi, there was none.

4. Stating What You Want

At the end of your letter, clearly state how you want the company to fix the issue.

Complaint	Expected Solution
The product was defective.	I insist on a full refund.
The service was unacceptable.	I demand an apology and compensation.
The hotel was not as advertised.	I expect a discount or a free stay.

🔹 Example:
"I insist that you provide me with a full refund to compensate for the poor experience. I expect a response within 10 working days."

Letter of Complaint: Example Letters

Example 1: Complaint about a Faulty Product

📍 Situation: You bought a phone, but it stopped working after two weeks.

📜 Letter:

[Your Name]
[Your Address]
[City, Postal Code]
[Email/Phone Number]

[Date]

Customer Service Manager
[Company Name]
[Company Address]

Subject: Complaint About Faulty Phone

Dear Sir/Madam,

I am writing to express my disappointment with a mobile phone I purchased from your store on [purchase date]. Unfortunately, the phone stopped working within two weeks.

I have attached a copy of my receipt and warranty. I kindly request a replacement or a full refund. Please let me know how you will resolve this issue.

I look forward to your response within [number] days. Thank you for your attention.

Yours faithfully,
[Your Name]

Example 2: Complaint about Poor Customer Service

📍 Situation: You visited a restaurant, and the service was very slow.

📜 Letter:

[Your Name]
[Your Address]

[Date]

Manager
[Restaurant Name]

Subject: Complaint About Poor Service

Dear [Manager’s Name],

I visited your restaurant on [date] and was disappointed with the slow service. It took over an hour to receive our food, and the staff was not helpful.

I hope you can address this issue to improve customer experience. I look forward to your response.

Yours sincerely,
[Your Name]

Writing Topics

Here are some common complaint letter topics:

Faulty product (broken phone, damaged laptop, etc.)
Poor service (rude staff, slow service, etc.)
Wrong or missing order (online shopping issues)
Billing errors (incorrect charges)
Late delivery (order not arriving on time)

Letter of Complaint: Tips

✅ Be professional – Avoid aggressive or rude language.
✅ Be specific – Mention dates, product details, receipts, etc.
✅ Keep it short – Get straight to the point.
✅ Ask for a solution – Suggest how the company can fix the problem.
✅ Follow up – If you don’t get a response, send a reminder.

Letter of Complaint: Vocabulary & Phrases

1. Useful Adjectives

Positive (What was promised)	Negative (What happened)
spacious	small and cramped
clean	dirty and poorly maintained
comfortable	uncomfortable
fresh	stale, rotten
friendly	rude, unhelpful

🔹 Example:
"The hotel was advertised as clean and comfortable, but in reality, it was dirty and poorly maintained."

2. Describing Feelings

Emotion	Example
disappointed with	I was extremely disappointed with the service.
shocked by	I was shocked by the rude behavior of the staff.
anxious about	I felt very anxious about my safety.

FAQs on Writing a Letter of Complaint

How do I start a complaint letter?

Begin with "I am writing to complain about…" and briefly introduce the issue.

What tone should I use in a complaint letter?

Always be polite and professional, even if you are upset.

How long should my complaint letter be?

Keep it one page – short, clear, and to the point.

What should I include as evidence?

Mention dates, reference numbers, receipts, and photos to support your complaint.

What should I do if I don’t get a response?

Send a follow-up letter or contact the company’s customer service.