8 Rules For Effective Business Correspondence

8 Rules For Effective Business Correspondence
It is very important for you to give honest information to readers, so that readers know they can
trust your organization for accurate and safe instructions. This eliminates legal actions in case of
accident, and ensures the possibility that a recipient will trust your information and develops a
rapport with you over your correspondence.
Clarity
Having clear instructions removes the chance that readers will be confused and accidentally do
something unsafe, or spend more money trying to understand the instructions. Clarity will allow
more people to follow through and reply to your document or e-mail.
Accuracy
Having accurate information is essential in corresponding with employers or employees. This

ensures that all recipients are receiving the same and correct information, making it more
pleasant for everyone involved.
Comprehensiveness
Leaving out information or details in a memo or document would result in annoyance from
recipients, as well as cutting in on valuable resources that might be missed due to the writers
inaccuracies. To follow through on instructions, readers need directions that are complete and
easy to understand, and that are free of any missing details.
Accessibility
Allowing the use of an appendix, or table of contents allows readers to easily browse your memo
or e-mail gathering the information they need, instead of reading what they don't need. Also,
having several places the document is available will help those who might not be able to get to
an electronic or print copy and vice versa.
Conciseness
Avoiding 'wordy' documents and easy to follow formats allows readers to view your information
easier, and eliminates frustrations due to excess information. This helps employees know what
they need to know faster, and more efficiently.
Professional Appearance
Memos or e-mails with colloquial language or an unprofessional look may hinder the
creditability of your document or make it sound too juvenile. Adhering to format and language
standards helps readers feel that your document is legitimate and valid, having nicely designed
and printed or formatted text and information.
Correctness
Having correct information will help show the validity of a document, with no spelling or
grammatical errors that would make one feel that your document was carelessly put together.
Having punctuation and all information correct, helps readers understand the information and
know that they can trust what is printed, eliminating legal situations as an outcome of accidents
due to inaccurate information.
Business Letters and Forms

Business letter templates and sample business letters. How to write a business letter and free sample
business letters. Human Resource forms (performance appraisals, position descriptions, etc.), resignation
letters, invoice templates, forms for landlords, agreements, purchase orders and more.
Business Apology Letter
Free business apology letter example. Apology letter sample for a mistake on the last order to a
customer. Always acknowledge what you are apologizing for, take responsibility for the mistake, offer the
customer a discount. Apologize again for any inconvenience caused the customer, and provide steps
taken to prevent a future occurrence.
1711 Price Street
Rockford, IL 61111
March 19, 2007
Mr. Steve Reavis
225 Gilbert Road
Loves Park, IL 61111
Dear Mr. Reavis:
I would like to apologize for the mix-up on your last order. We recently hired a new sales person who
was not familiar with your systems. We have corrected your order and shipped it out this morning. We
have applied a 10% discount on your order, and again apologize for any inconvenience this may have
caused you.
Sincerely,
Signature
Gerald Belknap
Customer Serivce Manager
Free business apology letter example. Business apology letter for service schedule missed. Apologize for
the mistake and offer an explanation as to why the problem occurred. Give details on how you intend to
remedy the problem, and offer a discount for the inconvenience. Again apologize for the mistake and let
the customer know you value their patronage.
5925 Crystal Springs Rd
Douglasville, GA 30134
May 2, 2007
Mr. James Vogel
2232 Ridge Road
Hiram, GA 30141
Dear Mr. Vogel:
Please accept our apologies for the recent problems you had regarding our lawn service. We recently
converted to a new scheduling system, and experienced problems with the software. The vendor has
since applied a patch, and our systems are now 100% functional. Our team will be out early next week
to perform the work requested. We have have applied a 10% discount on your order, and again
apologize for any inconvenience this may have caused you.
Sincerely,
Signature
Charile Cronin
Customer Serivce Manager
Business Apology Letter Template

Free business apology letter template. Block style business apology letter template. Include your contact
information as well as the business contact information. Start out by stating what you are apologizing for,
giving as much detail as possible. Apologize and take full responsibility for the issue. Explain your role in
the situation, ask for forgiveness and promise it will not happen again. Offer a form of restitution such as a
discount on current or future transactions.
Business Apology Letter Template
Your Contact Information:

Your Name
Your Address
Your City, State, Zip Code
Your Phone Number
Your Email Address
Date
Business Contact Information:

Name
Title
Organization
Address
City, State, Zip Code
Salutation:
Dear Mr./Ms. Last Name,
First Paragraph:
The first paragraph of your letter should state what you are apologizing for, give as much detail about the
situation as possible and take full responsibility.
Middle Paragraph:
Explain your role in the situation and ask for forgiveness. Promise that it won’t happen again, and if
applicable, what steps were implemented to prevent the problem from occurring again.
Final Paragraph:
Again, apologize for the inconvenience. If possible provide a form of restitution such as a discount on the
current or future transaction.
Complimentary Close:
Respectfully yours,
Signature:
Handwritten Signature
Typed Name
Typed Title

Late Payment Apology Letter Template
Free apology letter template for a late payment.
ABusinessResource Late Payment Apology Letter Template

Your Name
Your Address
Date
Their Name
Their Address
Their City, State, Zip Code
Dear Recipient Name,
This month's payment of $________ on invoice number ________________ was due on

_____________. Unfortunately, this payment was mailed today due to an oversight on our part. We
apologize for this mistake and we will take care to ensure this does not happen again. Feel free to call
me if you have any further questions at _________________.
Sincerely,
Your Signature
Personal Apology Letter Template
Free personal apology letter template. Block style personal apology letter template. Your apology letter
should start out by stating what you are apologizing for, apologize and ask for forgiveness with a promise
that it will not happen again. Ask that you be given another chance to prove yourself, with a final apology
and an offer to meet and apologize in person.
Your Address Information:

Your Address
Your Phone Number
Your Email Address
Date
Salutation:
Dear First Name,
First Paragraph:
The first paragraph of your letter should state what you are apologizing for, give as much detail about the
situation as possible and take full responsibility.
Middle Paragraph:
Explain your role in the situation and ask for foregiveness. Don’t blame the other person when you offer
your apology. Promise that it won’t happen again.
Final Paragraph:
Ask that they give you another chance to prove yourself. Apologize again, and say you will call or meet
them in person as to apologize in person.
Lovingly yours,
Signature:
Typed Name
Advice to Customer
of Unexpected Delay in Shipment
Dear ______________
Thank you for your order. At this time we cannot fill your order due to an unexpected
shipment delay from our overseas suppliers.
We will hold your order for arrival of the merchandise, and ship shortly thereafter.
Unfortunately, we cannot provide you with a specific shipping date at this time.
Thank you for your anticipated patience in this matter.
How to Write an Apology Letter

An apology letter is important to learn how to write for the following reasons: it tells
how you feel, it gets a point across, and it helps you practice good writing techniques.
Writing an apology letter takes a lot of hard thinking about your's and other's feelings.
When you go to apologize to someone you want to make sure that you say/write the
right words to satisfy that person's emotions. Sometimes it is hard for us to accept an
apology from others; that's why when writing this type of letter, it is very important
that you prove to this person that every word you say comes from your heart and is
really meant to be accepted. (In other words, you really mean what you say.)

Another important step is to let the reader know your point in the letter or the reason
for deciding to write them this letter. (For example: The reason I write this letter to
you Bill is because...) This tells the reader that you are about to make a strong point.
In this step you want to make sure that the reader understands what the point is, and/or
what it is that you are striving for. (For example: I want you to understand that this is
to save our friendship...)
The next thing that needs to be acknowledged is not only what the problem is but how
to solve it. Let the reader know that you were wrong and that you are sorry. What can
you do to make it up to that individual? Then you wait for a strong reply. At this point
you should be able to tell whether or not you have made the right decision. (Do you
feel you have done the right thing?)
An apology letter can have a positive effect on your writing techniques. Expressing
you opinion and creating you own style of writing is the best way to learn good
writing techniques. An apology letter does not have any particular rules on how to
write them; therefore, the simplest way to understand is to tell how you feel. Just do
it!
Apology Letter
Real-Life Fully-Formatted Templates®
The following is an example of one of the more than 125 Real-Life Templates that you will
find in Instant Business Letter Kit. The thing that makes Real-Life Templates stand out from
the typical cut-and-paste generic templates offered by most online services is that Real-Life
Templates are professionally written fully-formatted business letters that contain valuable
content which is based on actual business situations.
Each Real-Life Template is a separate "mini-case study" of the kind of real life situation
that you will encounter on a regular basis if you are involved in any kind of business,
whether its small business, home business, or a large corporation.
The beauty of the Real-Life Templates in the Kit is that they can be loaded straight into
your word processing program. (MS-Word compatible). Then all you need to do is a bit of
cutting, pasting and revising, and presto, you will have a fully-formatted professionally
written document all ready to send out!
Apology Letter
Business Letter Templates
Fast and easy: Instant download of over 100 actual business letter templates -- here.
(print business Apology Letter on corporate letterhead paper)
June 28, 2006
Ms. Rebecca Winston

2595 Dewdrop Circle
Unit No. 29
Birmingham, AL 35233
Dear Ms. Winston:
The purpose of this is to convey to you my sincere apologies for

any inconvenience you may have experienced last month with
respect to the installation of your Internet high speed service.
I just returned from vacation this week and found your file in my
in-basket. As soon as I reviewed your case it was clear that
somehow your May 20th request for a change in service had
somehow slipped through the cracks. The only possible
explanation I can give is that we have recently had a number of
key staff changes which might have resulted in your letter being
overlooked.
Consequently, I have directed our Installation Group to contact

you by the end of this week to set up a time convenient to you
when they could go to your house and install your new router and
make the necessary adjustments to your software.
Because of this serious oversight, and as a testament to our

appreciation of you as our customer, we are going to provide you
with your first three months of high speed service free of charge.
Therefore, your account will not be billed until October of this
year.
Ms. Quinlan, let me assure you that what happened in your case is
not typical of CableNet's level of customer service. We continue to
be committed to providing you and all of our customers with the
highest standards of service in the industry.
If you have any questions please don't hesitate to call me at 754-

9785.
Yours in service,
Paul Cordero
Manager, Customer Solutions
Sample Apology Letter
An apology letter is a concise, personalized note apologizing for a last minute interview
cancellation/interview no-show. The note is an attempt to remain in a good standing
with the company.
Sample:
Joe Green
123 D Street
Davis, CA 95616
(530) 758-xxxx
March 21, 19xx
Ms. Sally Brown

ABC Company
123 Main Street
Anytown, CA 95555
Dear Ms. Brown:
Please accept my sincere apology for missing the interview I had with ABC Company,
scheduled for Thursday, March 20 at 2:15 p.m. I had an unavoidable emergency that
keep me from interviewing. Your company offers an invaluable opportunity, and I would
appreciate any consideration you can give me in rescheduling my interview.
My internships with Look Public Relations and Real Marketing have provided me with
the experience and qualification you are looking for in the Marketing Assistant position
with ABC Company. This experience in combination with my Managerial Economics
major make me a strong candidate for this position.
Thank you for your time and consideration. I look forward to an opportunity to discuss
my qualifications for the Marketing Assistant position offered by the ABC Company.
Sincerely,
(signature)
Joe Green
Enclosure: Resume
Cease and Desist Letter

Cease and desist letters.
Notice to Cease and Desist

To Whom It May Concern:
I am writing this letter to demand that you cease and desist all
Telephone Contact. You are hereby ordered not to contact me by
Telephone unless I give you written permission to do so.
Therefore you must cease and desist all contact with me by phone
in accordance with the Fair Debt and Collection Practices Act.
Section 805, Communication in connection with Debt Collection,
Paragraph 5.
My Name is ___________________________________________
My Account Number is _________________________________
______ You may contact me through US Mail Only.
______ You may not contact me at all.
Thank You
Thank You For Your Cooperation
Cease Desist Letter to Creditors

Home > BK Info > Creditor Harassment > Cease Desist Letter 2
Here is a sample Cease & Desist Letter to Creditors:

Your name
Your Address
Creditor's Name
Creditor's Address
(date)
Dear (name of collector):
On (date), you or someone from your company contacted me about a debt. I do not
believe that I owe this, and I dispute it.
In accordance with Section 809 of the Fair Debt Collection Practices Act, I am asking
that you provide me, in writing, the following information:
1. what the money you say I owe is for

2. how you calculated this amount in a way I can understand
3. show me copies of papers where I agreed to pay what you say I owe
4. provide me with a copy of a judgement (if applicable)
5. identify the original creditor
6. demonstrate that you or your company is licensed in my state, and inform me of the license
number.
Please provide this letter to the company for whom you are collecting so that they have
notice of my dispute.
Furthermore, please inform any credit reporting agencies to which you've reported this
debt that it is being disputed. I demand proof that you have done so.
Finally, cease and desist from contacting me in this and any and all related matters,
except via United States Mail, and only then to inform me that you are terminating all
efforts to collect or that you are taking specific court or legal action.
Sincerely,
(your signature)
(your printed name)
Your harassing creditors should stop harassing you with this cease & desist letter. If not,
you can always seek out the help of Los Angeles bankruptcy lawyers.
While this approach may work, when you retain our services, creditors will be required
to deal with your bankruptcy attorney. Contact us now to start your peace and quiet.
Sample Cease & Desist Letter

This time-tested letter format is designed to help you accomplish one thing: Immediately fire any
third-party debt collector that's harassing you for payment of a debt.
The letter (originally written in the early 1990s) is still very effective. And because it's based on and
utilizes federal law, this letter works in all fifty states.
WARNING: Do not go off half-cocked. Do your homework and know what your rights are before you
start sending these letters out. Save your dough and check out the Federal Trade Commission's
section devoted to the Fair Debt Collection Practices Act for the official, "lawyered-up" spin on this
powerful law.
If you can't figure out what the hell it is you just read, you can get it deciphered (Dover-style)
by ordering a copy of Ben's best-seller Back Off! on-line.
By the way: If you're serious about sending this letter, you'd better make damned sure you send it via
Certified Mail/Return Receipt Requested. Any other method just doesn't cut it.
[Your Name]
[Your Mailing Address]
[Your City/State/Zip]

Certified Mail, Return Receipt Requested # [Insert the Certified Mail Receipt Number here]

[Insert today's Date]

[Insert name of collection agent, if available]

[Insert name of collection agency]
[Insert address of collection agency]
[Insert City/State/Zip of collection agency]

REF: Account # [Insert either the original account number or the collection
agency's account reference number here]
Dear [Insert name of debt collector calling--if available--here]:

You are hereby notified under provisions of Public Laws 95-109 and 99-361, also
known as the Fair Debt Collection Practices Act, that your services are no longer
desired.
You and your organization must CEASE & DESIST all attempts to collect the above
debt. Failure to comply with this law will result in my immediately filing a complaint
with the Federal Trade Commission and the [Insert your home state here] Attorney
General's office. I will pursue all criminal and civil claims against you and your
company.
Let this letter also serve as your warning that I may utilize telephone recording
devices in order to document any telephone conversations that we may have in the
future.
Furthermore, if any negative information is placed on my credit bureau reports by your
agency after receipt of this notice, this will cause me to file suit against you and your
organization, both personally and corporately, to seek any and all legal remedies
available to me by law.
Since it is my policy neither to recognize nor deal with collection agencies, I will settle
this account with the original creditor.

Give this matter the attention it deserves!

And have a nice day.

[Sign your name here]

[Insert your name here]
Complaint Letter Template
Free complaint letter template. Block style complaint letter template with instructions on how to format
your letter.
ABusinessResource Complaint Letter Template

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Additional_Resources>>Business_Letters_and_Forms>>Complaint_Letter
Complaint Letter about receiving poor service

* Hold down left mouse button, select text, right-click, and click copy. Paste into Microsoft word or other compatiable software program.
Samantha Harbinson
1220 Water Way Dr.
Indianapolis, IN, 71233
714-336-1484
8/15/2009
Hotel Name
Hotel Address
Hotel City, State Zip Code
To whom it may concern:

My name is Samantha Harbinson and I frequently travel throughout the year as I am a sales
representative for the company I work for. While traveling, I usually always seek to stay at the Hotel
Name. I do so because in the past, your employees exemplify outstanding customer service. However,
that last time I stayed at the Hotel Name, I was highly disappointed and unsure if I will ever stay at
another Hotel Name again.

During my stay in City, State, hotel room #, on Date through Date, my stay at the Hotel Name was
rocky from the on-set. From check-in to check-out I experienced numerous problems that I just cannot let
go untold. When I first walked up to the desk to check-in the woman behind the desk was on the
phone. I waited patiently for over 20 minutes for her to even acknowledge I was even there. When she
did get off the phone, I overheard her say to the person on the other line "Honey, I gotta go. This old lady
is giving me dirty looks!" I assure you I did not give her dirty looks, I was just looking at her to see if she
was going to give me some kind of instructions like 'just a minute, I'll be right with you'. Forty minutes later
I finally inserted my key card into the lock of my room door. I was immediately knocked back from the
sight and smell of the room. Obviously she put me in a room that had not yet been cleaned but this room
was not just dirty, it was horrendous! It took another 30 minutes for her to change me over to a different
room. Mind you that there were not any other customers that she attended to during this time and it was
after 4:00 pm.

I let all this go and set about preparing for bed as I had a very early breakfast meeting the following
morning. However, little did I know that my problems had just begun? Several rooms on my floor were
extremely loud through-out the entire night. When I tried to complain to the Front Desk the next morning,
I was told that there was nothing that they could do about it. This nightly noise continued for 3 of the 5
days of my stay. While this in itself is intolerable, every day of my stay I had to go to the front desk and
inquire why my room had not been cleaned during the day while I was out. Each day they told me that
they were going to get to me soon.

This is by no means is an exhaustive list of the poor customer service I during this stay. This stay at
Hotel Name was costly and it is unacceptable to be treated in this manner. I hope that this is a one-time
experience that I will never have to endure again. However, I feel compelled to make my complaint
known if for no other reason than I do not wish to see anyone else go through an experience such as
this. Please respond with how you have handled this issue and how I can be sure this will never happen
to me again.
Sincerely,
Samantha Harbinson
your letter.
Your Name and Address Information:

Your Name
Your Address
Your City, State Zip Code
Your Phone Number
Date
Company Information:
Company Name
Company Address
Company City, State Zip Code

Salutation:
Dear Company
On (date), I purchased a (product), a (product description), (product serial number), (product model
number), at the (store name and location), for (purchase amount).
This product does not work properly. It does not (in as much detail as possible, describe the issues with
the product). I am highly disappointed and expect a resolution.
To resolve the problem, I would appreciate an exchange for an equivalent or better model at no additional
cost or a refund of (purchase amount). I have enclosed a copy of the receipt.
I look forward to your timely response to this matter. Please call me if you have any further questions.
Sincerely,
Your Name
your letter.

Calculator
Your Address Information:

Your Address
Your Phone Number
Your Email Address
Date
Salutation:
First Paragraph:
The first paragraph of your letter should simply state the problem. It should give as much detail about the
issue as possible without rambling. The reader of your letter should be easily able to understand your
complaint. While you may want to vent your emotions, it is best just stay concise.
Middle Paragraph:
Use this paragraph to list all relevant information such as the product or service, people involved,
addresses or location, dates, any serial numbers, model numbers, pricing, etc.
Next Paragraph:
Next, simply state what you would like them to do about the complaint. It should be realistic but also
specific. Be sure to give them a time frame for when you expect them to right the wrong.
Final Paragraph:
Lastly, thank them in advance for their help in resolving your complaint. Mention any copies of paperwork
that you may be attaching like receipt copies, any previous documentation, etc.
Sincerely,
Signature:
Typed Name
your letter.

Calculator
Complaint Letter to Airline
Your Name
Your Address
Your Phone Number
Date
Airline Name
Airline Address
Airline City, State Zip Code

Dear Airline Name,
This letter is generated from a recent troubling experience I had while traveling on your airline.
On date, I traveled on flight flight number from originating city to destination city. When I
reached the baggage claim, I discovered after a minutes waited wait, that my luggage was lost.
I immediately contacted baggage claim who told me that I could be sure that my luggage would
arrive on the next plane. That was more than time since luggage has been lost.
I was told that I should expect compensation within days from the date that you received my claim form.
It has been days since claim form received. I have spent hours filling out forms and on the phone
begging for a resolution. I absolutely cannot keep this up and upon receipt of this letter I expect
immediate compensation.

Many items lost during this flight were irreplaceable. I have attached a list of items lost along with what I
feel to be fair market replacement costs. Please contact me at the phone number above to discuss the
compensation necessary to right this wrong.
Sincerely,
Your Name
Complaint Letter Car Repair Example
Free complaint letter example. This example is a complaint letter example written in regards to a car
repair complaint.
ABusinessResource Complaint Letter Car Repair Example

Calculator
Your Name
Your Address
Your Phone Number
Your Email Address
Company Name
Company Address
Company City, State Zip Code
Day, Date
On date, I brought my car, make & model, to be repaired. My car would not start very early in the
morning and had been towed to your repair shop. I was told around 9:00 a.m. that someone would
contact me after lunch with an estimate. No one called so I had to call. I was then told that you were
unable to even look at my car that day but would do so the next morning. On date, by lunchtime I still
had not received at call or estimate. Once again I called and was told someone would call me before the
end of the day. The end of the day came and still no call. At this point your shop had my car for two
days and I still did not know when it would be looked at or when I'd receive an estimate. The following
morning I called again and was assured repeatedly that my car would be looked at that day. The day
went by with no call, no estimate. At this point I was three days without a car, I'd received no
communication from your shop other than when it was initiated by myself. I was desperate at this point
and very disappointed. Of course, I had my car towed to another repair shop the very next morning.
I'm writing you this letter to make you aware of the severe lack of communication in your shop. I would
not have been so upset at the delay in repairing my car had someone had the courtesy to just keep me
informed. The not knowing and wondering was frustrating and showed little respect for my time and
money. As this car was my only mode of transportation, it was crippling for me to be without a car for that
length of time. I also incurred an additional cost of having my car towed twice.

At this point, an apology will not undo the damage done. However, I fully expect your shop to reimburse
me for the cost of the additional tow. Please send me $dollar amt as soon as possible at the above
address. I have attached the additional tow receipt along with this letter. If you have any questions,
please call me at the number I have listed above.
Thanks in advance,
Typed Name
your letter.

Calculator
Complaint Letter to Airline
Your Name
Your Address
Your Phone Number
Date
Airline Name
Airline Address
Airline City, State Zip Code

Dear Airline Name,
This letter is generated from a recent troubling experience I had while traveling on your airline.
On date, I traveled on flight flight number from originating city to destination city. When I
reached the baggage claim, I discovered after a minutes waited wait, that my luggage was lost.
I immediately contacted baggage claim who told me that I could be sure that my luggage would
arrive on the next plane. That was more than time since luggage has been lost.
I was told that I should expect compensation within days from the date that you received my claim form.
It has been days since claim form received. I have spent hours filling out forms and on the phone
begging for a resolution. I absolutely cannot keep this up and upon receipt of this letter I expect
immediate compensation.

Many items lost during this flight were irreplaceable. I have attached a list of items lost along with what I
feel to be fair market replacement costs. Please contact me at the phone number above to discuss the
compensation necessary to right this wrong.
Sincerely,
Your Name
complaints letters
writing complaints letters - examples of how to write good complaints letters
Additional UK Consumer Protection Regulations became effective on 26 May 2008.
Whether you are are complaining as a consumer or responding to consumer complaints,

these far-reaching new regulations which might affect your position.
Here is a summary of these regulations and their implications.
Here are simple tips, templates and examples for writing good complaints letters. This
approach to complaints letter-writing is effective for private consumers and for
business-to-business customers who seek positive outcomes from writing letters of
complaint. The principles apply to complaints emails and phone calls too, although
letters remain generally the most reliable and effective way to complain, especially for
serious complaints.
Effective complaints letters (and any other way of complaining) should be:
 concise
 authoritative
 factual
 constructive
 friendly
Imagine you are the person receiving customers' letters of complaints. This helps you
realise that the person reading your letter is a real human being with feelings, trying to
do their job to the best of their abilities. Your letter should encourage them to respond
positively and helpfully to the complaint. No matter how mad you feel, aggression and
confrontation does not encourage a helpful reaction to complaints.
Good complaints letters with the above features tend to produce better outcomes:
 Concise letters can be understood quickly.

 Authoritative letters - letters that are well written and professionally presented - have
more credibility and are taken more seriously.
 Factual letters enable the reader to see immediately the relevant details, dates,
requirements, etc., and to justify action to resolve the complaint.
 Constructive letters - with positive statements, suggesting positive actions - encourage
action and quicker decisions.
 Friendly letters - with a considerate, cooperative and complimentary tone - are
prioritised because the reader responds positively to the writer and wants to help.
These complaints methods are based on cooperation, relationships, constructive

problem-solving, and are therefore transferable to phone and face-to-face complaints.
See the customer service code of practice and tips, to understand more about the
organization's view of complaints handling.
What are the tips and secrets of effective complaints letter writing?
(Please note that UK English tends to prefer the spelling ISE in words such as
apologise, organise, etc., whereas US English prefers IZE. Obviously in your letters use
the appropriate spelling for your particular audience.)
write concise letters
We all receive too many communications these days, especially letters. People in
complaints departments receive more letters than most, and cannot read every letter
fully. The only letters that are read fully are the most concise, clear, compact letters.
Letters that ramble or are vague will not be read properly. So it's simple - to be acted
upon, first your letter must be read. To be read your letter must be concise. A concise
letter of complaint must make its main point in less than five seconds. The complaint
letter may subsequently take a few more seconds to explain the situation, but first the
main point must be understood in a few seconds.
Structuring the letter is important. Think in terms of the acronym AIDA - attention,
interest, desire, action. This is the fundamental process of persuasion. It's been used by
the selling profession for fifty years or more. It applies to letters of complaints too,
which after all, are letters of persuasion. The complaint letter attempts to persuade the
reader to take action.
Structure your letter so that you include a heading - which identifies the issue and
name of product, service, person, location, with code or reference number if applicable.
Then state the simple facts, with relevant dates and details.
Next state what you'd like to happen - a positive request for the reader to react to.
Include also, (as a sign-off point is usually best), something complimentary about the
organization and/or its products, service, or people. For example:
"I've long been a user of your products/services and up until now have always regarded
you are an excellent supplier/organization. I have every faith therefore that you will do
what you can to rectify this situation."
Even if you are very angry, it's always important to make a positive, complimentary
comment. It will make the reader and the organization more inclined to 'want' to help
you. More about this below.
If the situation is very complex with a lot of history, it's a good idea to keep the letter
itself very short and concise, and then append or attach the details, in whatever format
is appropriate (photocopies, written notes, explanation, etc). This enables the reader of
the letter to understand the main point of the complaint, and then to process it, without
having to read twenty pages of history and detail.
The main point is, do not bury your main points in a long letter about the problem.
Make your main points first in a short letter, and attach the details.
authoritative complaints letters have credibility and carry more weight
An authoritative letter is especially important for serious complaints or one with

significant financial implications. What makes a letter authoritative? Professional
presentation, good grammar and spelling, firmness and clarity. Using sophisticated
words (providing they are used correctly) - the language of a broadsheet newspaper
rather than a tabloid - can also help to give your letter a more authoritative impression.
What your letter looks like, its presentation, language and tone, can all help to establish
your credibility - that you can be trusted and believed, that you know your facts, and
that you probably have a point.
So think about your letter layout - if writing as a private consumer use a letterhead
preferably - ensure the name and address details of the addressee are correct, include
the date, keep it tidy, well-spaced, and print your name under your signature.
If you copy the letter to anyone show that this has been done (normally by using the
abbreviation 'c.c.' with the names of copy letter recipients and their organizations if
appropriate, beneath the signature.) If you attach other pages of details or
photocopies, or enclose anything else such as packaging, state so on the letter
(normally by using the abbreviation 'enc.' the foot of the page).
When people read letters, rightly or wrongly they form an impression about the writer,
which can affect response and attitude. Writing a letter that creates an authoritative
impression is therefore helpful.
complaints letters must include all the facts
In the organization concerned, you need someone at some stage to decide a course of
action in response to your letter, that will resolve your complaint. For any complaint of
reasonable significance, the solution will normally involve someone committing
organizational resources or cost. Where people commit resources or costs there needs
to be proper accountability and justification. This is generally because organizations of
all sorts are geared to providing a return on investment. Resolving your complaint will
involve a cost or 'investment' of some sort, however small, which needs justifying. If
there's insufficient justification, the investment needed to solve the problem cannot be
committed. So ensure you provide the relevant facts, dates, names, and details, clearly.
Make sure you include all the necessary facts that will justify why your complaint should
resolved (according to your suggestion assuming you make one).
But be brief and concise. Not chapter and verse. Just the key facts, especially dates and
reference numbers.
For example:
"The above part number 1234 was delivered to xyz address on 00/00/00 date and
developed abc fault on 00/00/00 date..."
constructive letters and suggestions make complaints easier to resolve
Accentuate the positive wherever possible. This means presenting things in a positive
light. Dealing with a whole load of negative statements is not easy for anyone,
especially customer service staff, who'll be dealing with mostly negative and critical
communication all day. Be different by being positive and constructive. State the facts
and then suggest what needs to be done to resolve matters. If the situation is complex,
suggest that you'll be as flexible as you can in helping to arrive at a positive outcome.
Say that you'd like to find a way forward, rather than terminate the relationship. If you
tell them that you're taking your business elsewhere, and that you're never using them
again, etc., then there's little incentive for them to look for a good outcome. If you give
a very negative, final, 'unsavable' impression, they'll treat you accordingly. Suppliers of
all sorts work harder for people who stay loyal and are prepared to work through
difficulties, rather than jump ship whenever there's a problem. Many suppliers and
organizations actually welcome complaints as opportunities to improve (which they
should do) - if yours does, or can be persuaded to take this view, it's very well worth
sticking with them and helping them to find a solution. So it helps to be seen as a
positive and constructive customer rather than a negative, critical one. It helps for your
complaint to be seen as an opportunity to improve things, rather than an arena for
confrontation and divorce.
write letters with a friendly and complimentary tone
It may be surprising to some, but threatening people generally does not produce good
results.
This applies whether you are writing, phoning or meeting face-to-face.
A friendly complimentary approach encourages the other person to reciprocate - they'll

want to return your faith, build the relationship, and keep you as a loyal customer or
user of their products or services. People like helping nice friendly people. People do not
find it easy to help nasty people who attack them.
This is perhaps the most important rule of all when complaining. Be kind to people and
they will be kind to you. Ask for their help - it's really so simple - and they will want to
help you.
Contrast a friendly complimentary complaint letter with a complaint letter full of anger
and negativity: readers of angry bitter letters are not naturally inclined to want to help -
they are more likely to retreat, make excuses, defend, or worse still to respond
aggressively or confrontationally. It's human nature.
Also remember that the person reading the letter is just like you - they just want to do
a good job, be happy, to get through the day without being upset. What earthly benefit
will you get by upsetting them? Be nice to people. Respect their worth and motives.
Don't transfer your frustration to them personally - they've not done anything to upset
you. They are there to help. The person reading the letter is your best ally - keep them
on your side and they will do everything they can to resolve the problem - it's their job.
Try to see things from their point of view. Take the trouble to find out how they work
and what the root causes of the problems might be.
This friendly approach is essential as well if you cannot resist the urge to pick up the
phone and complain. Remember that the person at the other end is only trying to do
their job, and that they can only work within the policy that has been issued to them.
Don't take it out on them - it's not their fault.
In fact, complaints are best and quickest resolved if you take the view that it's nobody's
fault. Attaching blame causes defensiveness - the barriers go up and conflict develops.
Take an objective view - it's happened, for whatever reason; it can't be undone, now
let's find out how it can best be resolved. Try to take a cooperative, understanding,
objective tone. Not confrontational; instead you and them both looking at the problem
from the same side.
If you use phrases like - "I realise that mistakes happen..."; "I'm not blaming
anyone...."; "I'm sure this is a rare problem...", your letter (or phone call) will be seen
as friendly, non-threatening, and non-confrontational. This relaxes the person at the
other end, and makes them more inclined to help you, because you are obviously
friendly and reasonable.
The use of humour often works wonders if your letter is to a senior person. Humour
dissipates conflict, and immediately attracts attention because it's different. A bit of
humour in a complaint letter also creates a friendly, intelligent and cooperative
impression. Senior people dealing with complaints tend to react on a personal level,
rather than a procedural level, as with customer services departments. If you brighten
someone's day by raising a smile there's a good chance that your letter will be given
favourable treatment.
returning faulty products
Check contracts, receipts, invoices, packaging, etc., for collection and return procedures
and follow them.
When complaining, particularly about expensive items, it's not helpful to undermine
your position by failing to follow any reasonable process governing faulty or incorrect
products. You may even end up with liability for the faulty product if the supplier is able
to claim that you've been negligent in some way.
For certain consumer complaints it's helpful to return packaging, as this enables the
organization to check production records and correct problems if still present. If in
doubt phone the customer services department to find out what they actually need you
to return.
Product returns for business-to-business complaints will initially be covered by the

supplier's terms and conditions of sale. Again take care not to create a liability for
yourself by failing to follow reasonable processes, (for example leaving a computer out
in the yard in the pouring rain by way of incentive for the supplier to collect, is not
generally a tactic bound to produce a successful outcome).
Use recorded and insured post where appropriate.
complaints letter template
name and address (eg., for the customer services department, or CEO)
date
Dear Sir or Madam (or name)
heading with relevant reference numbers
(Optional, especially if writing to a named person) ask for the person's help, eg "I'd
really appreciate your help with this."
State facts of situation, including dates, names, reference numbers, but keep this very
concise and brief (append details, history, photocopies if applicable, for example if the
situation is very complex and has a long history).
State your suggested solution. If the situation and solution is complex, state also that
you'll be as flexible as you can to come to an agreed way forward.
(Optional, and normally worth including) state some positive things about your normal
experience with the organization concerned, for example: that you've no wish to go
elsewhere and hope that a solution can be found; compliment any of their people who
have given good service; compliment their products and say that normally you are very
happy with things.
State that you look forward to hearing from them soon and that you appreciate their
help.
Yours faithfully (if not sent to a named person) or sincerely (if sent to a named person)
Your signature
Your printed name (and title/position if applicable)
c.c. (plus names and organizations, if copying the letter to anyone)
enc. (if enclosing something, such as packaging or attachments)
complain by phone - or write a letter of complaint?
Obviously if a situation needs resolving urgently you must phone, but that's different to
complaining. When something goes wrong the the temptation is often to get on the
phone straight away, and give someone 'a piece of your mind' about whatever has
disappointed or annoyed you, but phoning to complain in this way is rarely a good idea.
This is because:
 'Heat of the moment' complaints almost always produce confrontation, emotion, and
misunderstanding, which are not conducive to the cooperation necessary for good solutions
and outcomes.
 For organizations to handle complaints properly they need to be able to deal with facts
and written records. Written details are essential to their complaints processing, and a letter
is a far more reliable way of communicating these things than a verbal phone exchange.
 You will need a your own record of the complaint to establish accountability,
responsibility, that you have actually complained, when you complained, and to whom.
Telephone conversations do not automatically create a record. With a phone complaint there
is nothing for you to refer back to; no copies can be produced when and if you need to
follow up the complaint.
 A letter gives you the chance to present your case in the best possible way. Telephone
conversations can quickly get out of control.
 Writing a letter helps you to calm down and do things properly. Calling people
immediately on the phone often fuels your emotions, especially if the person at the other
end isn't good at handling you. When you lose control of your emotions you lose control of
the situation, your credibility, clarity, cooperation, goodwill and objectivity; all of which you
need if you want to achieve the best possible outcome.
 For very serious matters you should be using recorded or registered post, which
effectively guarantees that your letter reaches the recipient. There is of course no equivalent
by telephone.
where should you send letters of complaints?
If the organization has a customer services department at their head office this is the
first place to start. The department will be geared up to dealing with complaints letters,
and your complaint should be processed quickly with the others they'll receive because
that's the job of a customer services department. This is especially the case for large
organizations. Sending initial complaints letters to managing directors and CEO's will
only be referred by their PA staff to the customer services department anyway, with the
result of immediately alienating the customer services staff, because you've 'gone over
their heads'.
The trick of sending a copy letter to the CEO - and showing this on the letter to the
customer services department - is likely to have the same effect. Keep your powder dry
until you need it.
You can generally find the address of the customer services department on (where
appropriate) product packaging, invoices, websites, and other advertising and
communications materials produced by the organization concerned. Local branches, if
applicable, will also have the details.
If your complaint is one which has not been satisfactorily resolved by the normal
customer services or complaints department, then you should refer the matter upwards,
and ultimately, when you've run out of patience, to the top - the company CEO or MD.
The higher the level of the person you are writing to, the more need to make your
letter clear, concise, authoritative, etc. When referring complaints upwards always
attach copies of previous correspondence.
If departmental managers and functional directors fail to give you satisfaction, get the
top person's name and address from the customer services department. If this is not
possible, call the organization's head office and ask for the Chief Executive's PA. Very
large organizations will often have a whole team that looks after the CEO's
correspondence, so don't worry if you can't speak to the PA her/himself - all you need
at this stage is the name and address of the person at the top. You don't need to give a
reason for writing, and you certainly don't need to go into detail about the complaint
itself because the person you'll be speaking with won't be responsible for dealing with
it. Just say: "I'm writing to the Chief Executive - would you give me the name and
address please?" And that's all you say. You could be the private secretary for the
Queen of England for all they know. Only the most clandestine organization will refuse
to give the details you need (in which case forget about complaining and find another
supplier).
where to complain if the person at the top fails to satisfy your
complaint
If you have exhausted all avenues of complaint at the organization itself, and you are
determined not to let matters go, you must then find the appropriate higher authority
or regulatory body.
However, first sit down and think hard about whether your complaint and expectations
are realistic. If you are too emotional about things to be objective, ask a friend or
colleague for their interpretation. If you decide that you truly are getting a raw deal,
next think seriously about whether to forget it - to take the FIDO approach (forget it
and drive on) - for the sake of your own peace of mind. Some battles just aren't worth
the fight. Could the energy you'd use in pursuing the complaint be better used to
resolving the situation in a different way? Plenty of people spend lots of time and
money pursuing a complaint, which they win in the end, but which costs them too
dearly along the way. If the personal and emotional cost is likely to be too great, be
philosophical about it; FIDO.
Having said all that, if your complaint does warrant a personal crusade, and some
things are certainly worth fighting for, very many organizations are subject to a higher
authority, to which you can refer your complaint.
Public services organizations - schools, councils, etc - will be part of a local government
and ultimately central government hierarchy. In these structures, regional and central
offices should have customer services departments to which you can refer your
complaints about the local organization that's disappointed you.
Utilities and other major service organizations - for example in the energy,
communications, water, transport sectors - generally have regulatory bodies which are
responsible for handling unresolved complaints about the providers that they oversee.
At this stage you will need clear records of everything that's happened.
Unresolved complaints about companies that are part of a larger group can be referred
to the group or parent company head office. Some are more helpful than others, but
generally group and parent companies are concerned if their subsidiaries are not
looking after dissatisfied customers properly.
Generally look for the next level up - the regulatory body, the central office, the parent
company - the organization that owns, controls or oversees the organization with which
you are dissatisfied.

sample complaints letters
These simple letters examples show the format and style of effective complaints letters.
While the samples deal with relatively simple minor situations, the same format can be
used for more serious complex problems and complaints. Remember, don't attempt to
put every detail into the letter. Keep the letter concise, short and simple; use
attachments, photocopies of previous correspondence, reports, etc., to provide the
background.
complaints letter example - faulty product
(use letterheaded paper showing home/business address and phone number)
name and address (of customer service department)
date
Dear Sirs
Faulty (xyz) product
I'm afraid that the enclosed (xyz) product doesn't work. It is the third one I've had to
return this month (see attached correspondence).
I bought it from ABC stores at Newtown, Big County on (date).
I was careful to follow the instructions for use, honestly.
Other than the three I've had to return recently, I've always found your products to be
excellent.
I'd be grateful if you could send a replacement and refund my postage (state amount).
I really appreciate your help.
Yours faithfully
signature
J Smith (Mrs)
Enc.
complaints letter example - poor service
(use letterheaded paper showing home/business address and phone number)
name and address (for example to a service manager)
date
Dear (name)
Outstanding service problem - contract ref (number)
I really need your help with this.
Your engineer (name if appropriate) called for the third time in the past ten days to
repair our (machine and model) at the above address, and I am still without a working
machine.
He was unable to carry out the repair once more because the spare part
(type/description/ref) was again not compatible. (I attach copies of the service visit
reports.)
Your engineers have been excellent as always, but without the correct parts they can't
do the job required.
Can I ask that you look into this to ensure that the next service visit, arranged for
(date), resolves the matter.
Please telephone me to let me know how you'd like to deal with this.
When the matter is resolved I'd be grateful for a suitable refund of some of my service
contract costs.
I greatly appreciate your help.
Yours sincerely
signature
J Smith (Mrs)
Enc.
responding to customer complaints and complaints letters
Responding to complaints letters is of course a different matter than doing the

complaining.
If you are in a customer service position of any sort, and you receive complaints from
customers, consider the following:
Firstly it is important to refer to, and be aware of, and be fully versed in your
organisation's policies and procedures for dealing with customer complaints. If your
organisation does not have a procedure for complaints handling then you should
suggest that it produces one. And publishes it to all staff and customers. For large,
complex supply or service arrangements, and for large customer accounts, it is normal
and sensible for specific 'service level agreements' (SLA's) to be negotiated and
published on an individual customer basis. Again, if none exists, do your best to help to
establish them - your customers will thank you.
It is essential to refer to the standards and published deliverables relating to the

particular complaint. Your response needs to be sympathetic, but also needs to reflect
the responsibility and accountability that your organisation bears in relation to the
complaint. All organisations should have a policy for dealing with complaints, especially
where the complaint is justified and results from a failure to deliver a service or product
to a stated and agreed quality, specification, cost or timescale. Your organisation ideally
should also have guidelines for dealing with complaints that might not justified; ie.,
where the customer's complaint is based on an expectation that is beyond or outside
what was agreed or stated in whatever constitutes the supply contract. Matters such as
these, in which a complaint might not be justified, generally require pragmatic
judgement since the cost and implications of resolving such matters can be significant
and far-reaching.
Aside from the judgement about solutions, remedial action, or compensation, etc., it is
always vital to respond to all complaints with empathy and sympathy. Remember that
the person on the other end of the phone, or the writer of the complaint letter, is
another human being, trying to do the best they can, with the same pressures and
challenges that you have. Respect the other person. Focus on the issues and solutions,
not the personality or the emotion.
You should therefore always demonstrate a willingness, and the capability, to

understand a customer's feelings and situation, whether or not you actually agree with
their stand-point. The demonstration of empathic understanding goes a long long way
towards soothing a customer's anger and disappointment, even if you are unable to
provide a response which fully meets their expectations or their initial demands.
Use phrases like, "Oh dear, I understand that must be very upsetting for you," rather
than "Yes, I agree, you've been badly treated." You can understand without necessarily
agreeing. There is a difference, moreover, angry and upset people need mainly to be
understood.
For this reason, all communications with complaining customers must be very
sympathetic and understanding. An understanding tone should also be used in writing
response letters to customer complaints, and in dealing with any failure to meet
expectations, whether the customer's expectations are realistic and fair, or not.
Here is a simple template example of a response letter to a customer complaint. There

are many ways to alter it. Use it as a guide.
Before sending any response letter ensure that you satisfy yourself that you are
operating within your organisation's guidelines covering service levels, remedial action,
compensation and acceptance of liability or blame.
customer service response letter to a customer complaint - template

example
Name and address
Date
Reference
Dear.........
I am writing with reference to (situation or complaint) of (date).
Firstly I apologise ('apologize' in US) for the inconvenience/distress/problems created by

our error/failure.
We take great care to ensure that important matters such as this are properly
managed/processed/implemented, although due to (give reason - be careful as to how
much detail you provide - generally you need only outline the reason broadly), so on
this occasion an acceptable standard has clearly not been met/we have clearly not
succeeded in meeting your expectations.
In light of this, we have decided to (solution or offer), which we hope will be acceptable
to you, and hope also that this will provide a basis for continuing our relationship/your
continued custom.
I will call you soon to check that this meets with your approval/Please contact me
should you have any further cause for concern.
Yours, etc.
Other points of note when dealing with customer complaints and complaints letters:
Always take personal responsibility for problems until they are fully resolved. Don't just
'throw it over the wall' and hope that a colleague sees it through. You must be the
guardian of the complaint and look after the customer to ensure that your organisation
does the right thing, even when someone else has responsibility to deal with it. Always
check that the customer has been looked after, and the problem finally resolved - it's
just a phone call.
Always check your policies, procedures, standing instructions, latest bulletins, etc
relating to service delivery levels and complaints resolution. If procedures and
standards are hazy then do your best to encourage management or directors to create
and publish clearer expectations and procedures for staff and customers. When things
go wrong it's normally because people don't understand what expectations are, rather
than a failure of an individual, or the action or reaction of a customer.
Be careful about accepting liability if you have no guideline or policy enabling you to do
so, and in any event, whereever you perceive potentially significant liability could exist,
delay any decision or commitment until seeking advice from a person in suitable
authority.
Always try to speak to people on the phone - even if you're writing a letter - make
contact by phone as well. Voice contact is so much more reliable and effective when
trying to diffuse conflict and rebuild trust.
Before you send anything - read it back to yourself and ask, "What would I think if I
received this? How would I feel?" If your answers are less than positive you should re-
write the letter.
If you ever find yourself using a nasty old standard customer complaints response
letter, that your department has been using for ages, to the distress of your
complaining customers, take responsibility for getting the standard letter replaced with
something that is positive and empathic and constructive.
A complaining customer is an opportunity for the supplying organisation to improve and
consolidate the relationship, and to keep the customer for life. Make sure you use it.
In responding to serious, large complaints and implications, you should initially respond
with an immediate solution to resolve the current issue, and then arrange with the
customer how best to develop and agree a remedial change that will prevent re-
occurrence, which for large contracts should probably entail a meeting, involving
relevant people from both sides. In some situations you will find that the need is
actually for a fully blown re-negotiation of the service level agreement. In such cases do
embrace the opportunity as a very positive one - a chance to consolidate and
strengthen the relationship, and normally an opportunity to extend the length of the
contract.
In dealing with complains of any sort, take heart from the fact that customers whose
complaints are satisfactorily resolved, become even more loyal than they
were before the complaint arose.
Demand Letter
Before taking someone to court it is recommended and in some states required that you send a demand
for payment. Find resources below that will help you learn how to write a demand letter and resources of
demand letter samples and templates.

8 Rules For Effective Business Correspondence

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