1.1.

Origin of the Report

The BBA Program under the department of finance offers a course named “Business English
and Communication (F-101)” which requires submitting a report on a specific topic on “Letters
Relating to Complaints, Claims and Adjustments.”. It was given in March 09, 2014. The report
under the headline “Letters Relating to Complaints, Claims and Adjustments.” has been
prepared.

1.2. Objectives of the Report

 There are several objectives to conduct the study which are:
 To relate the theoretical view with the practical view of Letters Relating to Complaints,
Claims and Adjustments .
 To go to the company and collect information which is necessary for the report.
 To meet with managers and discuss the application of Letters Relating to Complaints,
Claims and Adjustments.
 To gather some case about Letters Relating to Complaints, Claims and Adjustments.
 To suggest of the findings.

1.3. Methodology
To prepare this report we mainly depend on secondary data. But also take some help from our
course instructor, managers & seniors.

Procedure of collecting secondary data:

Secondary data are collected from the following source:

We collected our necessary secondary data from the library of “Dhaka Stock Exchange”, DSE website,
Sajeeb corporation & IBN SINA Pharmaceutical Industry Ltd website (www.sajeebgroup.com &
www.ibnsinapharma.com) and other books.

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1.4. Limitations of the Report
Every research has some limitations. We faced some typical constraints during our preparation
of the report. The major limitations are as follows:

 Lack of actual information: As we prepare the report on the secondary source of

information, some deviation may be occurred subconsciously. Most of the cases are
imaginary.
 Lack of Experience: This is our first report on Food and Pharmaceuticals company.
So we have little experience.

1.5. Strength of the report

 Although the data of the report is secondary, this data is reliable because we have
collected it from the Food and Pharmaceuticals company.
 We prepared this report to provide our level best effort.

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 2.1 Communication
Communication is inseparably related with human life. At the same time, its necessity in
business world is undeniable. The businessman is to take help of communication for producing,
distributing and performing auxiliary functions of distribution smoothly.

Various media are used to lead communication between two or among more than two
businessmen throughout the world. Among them, Business letters have significant roles in
establishing and maintaining good business relation.

There are many types of business letters used by an organization. For example, a letter
can be drafted to get information about any person as well as his business qualification which is
termed as Enquiry letter; another letter can be used to place order; another can be drafted for
complaints or claims and another can be written for adjusting the claims or more which is called
the Adjustment letter.

A business organization either manufacture or service have many problems in their

business. A buyer or a seller may have loss within the time from when the order given to when
the goods or service transmitted to the buyer. So the affected can draft a complaint and then
claims letter to get recognition and adjustment of their loss. The complaint may be right or not
and the cause of the damage mentioned may be true or false, the other party, then draft the
adjustment letter to the affected party informing their thought. It can effectively maintain the
good business relation.

Now, the functions of complaints, claims and adjustment letters in business organizations
are described below:

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2.2 What is Complaint letter?
When a letter is written raising complaint it is called complaint letter. There are many reasons
that may cause writing complaint letter. From the time the order is received till goods reach the
customer, many persons are involved and there is every possibility of inadvertent mistakes being
committed by someone. This may cause inconvenience to the buyer and even make him face
unwanted situation. Under such situation the buyer may write a letter raising complaint to the
seller.

So, a complaint letter is a written communication drafted by the buyer to raise complaint to the
seller regarding mistakes that are committed by someone in the interim period of placing order
of goods and receiving the same by the buyer.

2.3 Sources of mistakes giving rise to

Complaints
There are many reasons that may act as the source of raising complaint in business
transaction. Some of the common sources of mistakes giving rise to complaints are mentioned
Below :

a) Abnormal delay in sending the consignment.

b) Defective packing that might lead the damage of goods in transit.

c) Misbehavior committed by the salesman.

d) Mistake committed by the account section in preparing the invoice.

e) Defective goods supplied by the seller.

f) Mistake committed by the dispatch section through dispatching goods of wrong

quality, size, brand, pattern, color etc

g) Wrong direction given by the authority concerned to the dispatch section.

h) Damage caused by the carelessness of the people of transport company , etc.

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2.4 Factors to be considered while drafting a
Complaint Letter

A Complaint letter must be drafted in proper way. It is often supposed that the making of
complaints requires no special care, but this supposition is very far from the truth.

If the letter of complaint is written in the wrong way it will bring no result. So, to make the
complaint letter effective following factors should be considered importantly :

Using Polished Language:

Attacking language should not be used in the complaint letter. Because the accused
party does not commit mistake willingly, it happens beyond his sense.

Considering this the computer should use polished language while drafting a complaint letter.

Presenting technique:

It will not be a wise policy to raise complaint directly. In this case the party concerned
should raise complaint tactfully in indirect manner, so that the accused can realize that finding
no other way the party has written such type of letter.

Mentioning amount of Loss:

It is essential to mention the amount of loss in the complaint letter. While mentioning
such loss description of per unit price (if possible) should be added. Besides this, if the loss
occurs simultaneously on more than one product the description of each of them should be
presented clearly.

Possible cause of Loss:

It is not wise to mention only the amount of loss in the complaint letter. Moreover the
possible cause which may be liable for the loss should be added in it. Thus the accused may take
precautionary measures subsequently.

Arguments and proof in favor of complaints:

The complainer must show his arguments and proof in favor of his complaint which will
lead them to settle the matter rapidly.

Description of Suffering:

The suffering which the buyer faced should be described in detail in the complaint letter.
This will help him get remedy earlier.

Claiming Remedy:

The claim for remedy should be attached along with the description of loss. This will
strengthen the appeal of the complainer.

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Contextual Accuracy:

The context of the complaint letter should be accurate. If the truthfulness of the
complaint can not be proved there is every possibility of prevailing friendly relationship being
declined between the sender and the receiver of complaint

letter. So the complainer should avoid supposition and exaggeration of information while
drafting a complaint letter.

Reducing Anger:

Showing anger at any unwanted situation can not bring solution to the problem. Keeping
this in mind the complaint should be made politely but firmly without showing any signs of
anger.

Suggestion about Future:

At the end of the complaint letter the writer may draw the attention of the receiver
requesting him to take precautionary measures so that the prevailing situation doesn’t arise again
in future.

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 2.5 Specimen of a Complaint Letter
----------------

Date:-----------

Manager

------------

------------

Dear Sir,

Many thanks for your prompt delivery of goods according to our order no. xxx, dated-xx April, 20xx.

We received the goods yesterday. But unfortunately, on opening the carton we found ten tins of
Colombo coconut oil were adulterated among fifty tins of consignment. We were in suspicion seeing
the levels attached on the tins that they may not be the levels of the original company. So we opened
one tin and examined its oil by the expert and our suspicion proved right.

If we sell the adulterated oil it will hamper our goodwill seriously. So we have decided to return the
adulterated oil. Please advise us how we will return those goods. We are sorry to bother you.

Yours faithfully,

yyy

manager

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2.6 What is Claim Letter?
In case of business-dealing one party may lodge complaints against another for many reasons
that happen unwontedly. When the losing party writes complaint letter to the opponent

Claiming compensation, it is called letter of Claim.

Claim letters are normally written by the buyer of goods to the seller or to the transporting
authority. Of course, in some cases the seller or the transportation authority also can write the
same to the buyer of goods. So if any party involved in buying or selling faces any loss can write
complaint letter claiming compensation to the opponent party.

In fine it can be said that a claim letter is a request for adjustment. Thus when the writer submits
a letter to the opponent party claiming some type of action like refund or replacement or
payment for damages, the letter is called claim letter.

2.7 Contents of the Letter of Claims for

Compensation
A claim letter seeks some type of action that should be taken by the receiver to overcome the
problem stated therein. So the letter should be drafted most carefully. In this letter the following
contents should be included :

a) Date and reference number of order of the damaged goods;

b) Description of the nature of loss that occur;

c) Description of the possible causes which are liable for the loss;

d) If the damage takes place during the transit period the transport receipt number and date

should mentioned in the letter;

e) Raising Logical argument for making the receiver liable;

f) Amount of loss including accounts;

g) Advice how the damage will be compensated fairly;

h) Request to the receiver to take precautionary measures so that the unwanted happenings

can not take place in future.

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2.8 Specimen of a Claim Letter
------------

Date: June xx,20xx

Manager
-----------
----------

Subject : Claim for compensation for the damaged goods.

Dear Sir,

On June-xx,20pxx M/ y stores of Chittagong sent a consignment of one thousand piece of chinaclay plates to our address through your
traffic .In the evening of the same day we reached Kamlapur Station to receive the consignment. But surprisingly we found that seventy
five plates of the consignment were broken. We immediately informed the matter to the station master. Then the station master inquired
about the matter and gave us a written note as evidence of the incident.

Later on we informed the matter to the manager of y stores and they told us that the goods were package3d nicely and they handed them
over carefully to your people. Your local authority also could not find any defect while they received the goods. Moreover there were
levels on the packages containing written caution Chinaclay Plates, Handle Carefully. So it is clear that the plates were broken by your
people when they handling carelessly and total responsibility lies on you.

The purchasing value of our damaged seventy five plates were Tk. Z x 60=xxxxxxx. We hope that you will compensate our loss of the
above mentioned amount as early as possible. Railway Receipt, invoice and written note p0rovided by the station master are enclosed
herewith.

Yours Faithfully

---------------

Manager

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2.9 What is Adjustment Letter?
An adjustment letter is a favorable response to the legitimate request of the damaged
party. The main objective of this letter is to settle or adjust the mistakes amicably. It is
mentionable that each and every claim of the damaged party can not be accepted. After
proper scrutiny if the claim letter is found inaccurate, it may be rejected. Under such
situation a convincing reply describing why it is not possible to accept the claim should
be sent to the writer of the claim letter. On the contrary, if the claim is accepted a brief
explanation as to why the unwanted problem happened and that the replier is sorry for
the inconvenience caused to him along with the mention of remedial steps taken to solve
this problem should be included in the offer of adjustment.

So an adjustment letter is a favourable response of the writer containing acknowledging

claim raised against him or his business concern and offering of justifiable adjustment
thereto.

2.10 Contents of Adjustment Letter

An adjustment letter is an offer of adjustment against the inconvenience that is caused
the customer to fall into a trouble. So to have a pleasant impact upon the customer the
adjustment letter should be drafted very carefully. In this connection the following
contents should be included in an adjustment letter :

 Acknowledging the claim letter.

 Giving thanks to the writer for drawing attention to some problems that need
improvement.
 Apologizing for the trouble and inconvenience caused to the affected party.
 Proper explanation of the cause of mistakes that happened.
 If the claim is not found true, the facts should be informed politely.
 If the claim is partially accepted, the reason of such acceptance should be clearly
 mentioned.
 Giving assurance about taking precautionary measures to prevent recurrence of
 similar happenings in future.
 Describing how the damage will be compensated.
 Offering further co-operation and assurance of satisfaction.
 Closing the reply letter on a positive note with the hope that despite the
 Inconvenience the good relation between both the parties will be maintained.

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2.11 Types of Adjustment Letters
Adjustment letters may be classified basing on the action to be taken with regard to
complaint. The decision about adjusting depends on several things, such as adjustment
policy of the company, nature of error etc. Thus adjustment letters may be classified as
follows :

 Granting adjustment(the seller is at fault)

 Refusing adjustment(the buyer is at fault)
 Offering a compromise(to avoid litigation)
 Apology for error(when the damage can not be put right)
 Offering to make adjustment(on the assumption that the customer is dissatisfied)
 Informing about investigation(when the fault is not ascertained-to be
investigated)

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2.12 Specimen of an Adjustment Letter
----------

-----

Date:----------------

-----------

----------

Dear Sir,

We have investigated the cause of fading colour of the cloths sent to you on
March

X, and found that the new raw materials we had used was defective. We are
really sorry for the incident that caused you trouble.

A consignment of first lot has been dispatched to you to replace the defective
one.

Please send back the defective cloths you still have with you and also those
you

Have collected back from your customers. In addition, please mention the
amount

Of cost you bore to collect back the cloths from the customers. We will
compensate you.

We thank you for having pointed out the defect in our product and thereby
helping

Us in maintaining our reputation.

Yours truly

------------

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3.Company Overview
3.1 Sajeeb Corporation
Sajeeb Group of Companies is one of the well reputed and leading manufacturing, exporting,
importing and marketing organization in Bangladesh. Since its inception in 1982, Sajeeb
Group has grown up in Stature and became one of the largest business conglomerates in
Bangladesh. This organization is the pioneer in the context of largest Food processing and
leading the business in Food and Instant Powder Drinks Products in Bangladesh. Sajeeb
Groups perfectly set its objectives like a sparkling star where misunderstandings are grave
and good rapport lead to incredible gains. This is such a brand which could successfully win
the hearts and minds of our valued consumers. We boldly eliminate the fears and
uncertainties of our customers by offering a complete range of safe products, which we
provide with proper care and hygienic environment. We are always dedicated to our
customers’ demands and needs.

Mission: To ensure customer satisfaction by innovating new test and services. And to make a difference by
providing superior quality and continuous development.

Vision: Bringing to the world a portfolio of quality food and beverage brand that anticipate and satisfy
customers’ needs and desire.

3.2 A Complaint letter placed to Sajeeb Corporation

Approximately all of the losing companies draft complaints letter to their related business
partners informing their loss containing amount of damaged goods, causes of damage, proof etc.
like other companies, Sajeeb Corporation . also have these functions. They sometimes get
complaints from their customers about the loss and related information. An example of
complaints letter which was prepared by Pubali Super Shop, one of their customers to Sajeeb
Corporation is given below

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 Pubali Super Shop
Cantonment, Dhaka
Date: April 04, 2014
Sales Manager
Sajeeb Corporation.
Farmgate, Dhaka
Dear Sir,
Many thanks to your prompt delivery of goods according to our order no.4011 dated March 27,
2014. We have received and placed those goods in the shop two days before. But unfortunately,
yesterday two of our customers have claimed us about the inferior quality of goods. After that,
five pieces of mustered oil have been on that situation. We think your materials used, was not
good enough.

However, we are now in a fix about the damaged goods. We are waiting for your immediate
reply.
Yours faithfully
Mr. X
Manager

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3.3 IBN sina Pharmaceuticals Ldt:

The IBN SINA Pharmaceutical Industry Ltd. Was founded on 1983 in a campus of about 15
acres of land, about 56 km away from Dhaka city.The Industry was established by the Trustee
Board as a Limited company. Then it was converted into a public limited company in 1989.Now
IBN SINA TRUST owns 50% share of the industry and the public shares the rest50%.
The commercial production was started in MAY 1986 with only few standard finished
pharmaceutical dosage forms. Since the beginning IBN SINA was committed to provide high
quality healthcare services in Bangladesh and within a very short period of time it achieved the
target and fulfilled its commitment.It has also occupied a very prestigious position in the
pharmaceutical field of Bangladesh for its quality and ethical standard.
Now IBN SINA is expanding its business area internationally across the world and has already
started exporting.
The company is always devoted to ensure the high quality of medicines by implementing state
of art technologies and modern machineries.The IBN SINA Pharmaceutical company in
Bangladesh with sufficient expertise and experiences.

3.4 A Claim Letter drafted to IBN sina Pharmaceuticals Ldt

After drafting a complain letter, the affected party drafts a claim letter if it wants compensation
of the loss. Like other companies, IBN sina Pharmaceuticals Ldt. also sells products to its
customers. If there is found any mistake, they get complaints and then a claim letter to
compensate the loss incurred. An example of claims letter prepared by SMGK Medical Hall to
IBN sina Pharmaceuticals Ldt. is given below:

15
 SMGK Medical Hall
Chawkbazar, Comilla
Date: February 23, 2014
Sales Manager
IBN sina Pharmaceuticals Ldt.
54, Dhanmondi, Dhaka
Dear Sir,
On February 20, 2014 our order, 3991 was placed from your factory to us. But, matter of regret
is some products were totally useless. We complained about that on February 21, 2014. The
products have been placed back. We estimated the value at amount of tk. 21,312 of the loss.
The loss was really unavoidable.

We hope that you will compensate our loss of the above mentioned amount as early as possible.
Yours faithfully
Mr. L
MANAGER

16
3.5 Two Copies of Adjustment LetterDrafted by Sajeeb
Corporation Ltd and IBN sina Pharmaceuticals LDT.

After getting complaints whether it is pragmatic or not, each and every company has to
draft an adjustment letter about what they will do. Maintaining good business relation is greatly
dependent on this letter. Like others, Sajeeb Corporation also drafted an adjustment letter (in
reply of illustration 1.2) to his affected customer, Pubali Super Shop. An example of adjustment
letter which was prepared by Sajeeb Corporation. to Pubali Super Shop is given below,

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 Sajeeb Corporation
Taher Tower(8th floor),10 Farmgate
Date: April 05, 2014
Manager
Pubali Super Shop
Cantonment, Dhaka

Dear Sir,
Thank you for your letter Dated on April 3, 2014. You suspected the inferior quality of raw
materials used in your goods. But we are sorry to say that using those materials we produced
1000 pieces of mustered oil and sent you 100 pieces from that. Others were distributed to our
other customers. But after getting your letter, when we asked them about our goods, they gave
us a positive answer in favor of us.

However, you are our long time business partner. So, anything could be happened beyond you
and our knowledge. We want the return of the goods all you have with you. We will send you
another 100 pieces of mustered oil before April 08,14. Thank you for staying.

Yours Faithfully
Mr. Y
Sales Manager

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In another example of adjustment letter, we can have the adjustment letter of IBN sina
Pharmaceuticals Ldt. Which was drafted to SMGK Medical Hall in reply to their claims is
given below:

19
 IBN sina Pharmaceuticals Ldt
54, Dhanmondi, Dhaka
Date: February 25, 2014

Manager
SMGK Medical Hall
Chawkbazar, Comilla

Dear Sir,
Thank for your claim letter which was received on February 25, 2014. In your letter, You
complained about some damaged goods which was included in order 21312. Based on your
complain, We investigated into the matter and found some mistakes performed by transportation
company. But at the same time, We apologize for the mistakes and are giving you a proposal of
compensation at amount of tk. 20250.

We wish that after this complain, our relationship is still good enough as before. We wish your
order more as it were. Thanking for staying with us.

Yours Faithfully

Mr. M

Sales Manager

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4.Conclusion
In the world of business, each and every manufacturing and service company has to place order.
After getting orders from customers, the seller place order. The goods transferred to the buyers
may not satisfy his demand. So, the buyer then write a complaint letter and claim letter to the
seller informing the matter. After getting complaint letter and claim letter, the seller investigates
into the matter and causes of damage mentioned. After realizing about the real truth, the seller
then draft an adjustment letter to the buyer. If the seller apologizes for his fault or denies the
complaint. He will mention it in the letter and compensate for the loss. In this ways, the
complaint, claim and adjustment letters contribute to the good relation between the seller and the
buyer.

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Bibliography

1) Basic business Communication(10th edition)- Raymond V. Lesikar, Jhon D. Pettit

and Marie E. Flatley
2) BUSINESS COMMUNICATION- Professor Md. Anwar Hossain, Professor
Yantrue Sarker
3) Prospectus- Sajeeb Corporation.
Prospectus- IBN sina Pharmaceuticals Ldt.
4) www.sajeebgroup.com and www.ibnsinapharma.com
5) Wikipedia

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