Factors to be considered while drafting Complaint Letter
In a simple way, the letter written by the customers to convey their complaints to the seller of goods or to the transport authority is termed as complaint letter. In the process of supplying ordered goods to the customers, different persons and parties are involved. Therefore, there is every possibility of inadvertent mistakes being committed by someone. The letter written for this purpose is known complaint letter. A complaint letter should be written in a polite and considerate way by incorporating the following factors or elements:
Specific cause of complaint: In a complaint letter, the customer should mention the specific cause of complaint. This will help the seller to understand his fault and to take necessary step for adjustment.
Nature of Loss: Complain letter must specify the nature and extent of damage caused in terms of money, loss of sales, loss of service or goodwill.
Amount of Loss: If any financial loss has occurred due to fault of the seller or transport authority, actual amount of loss should be mentioned with supportive documents.
Possible remedy: A Complaint Letter should dearly indicate the probable remedies for settling the complaint.
Avoiding assumptions: In the letter, the buyer should include only the actual event. There should not be any assumption on the part of the buyer.
Courteous language: Language of complaint letter should be simple, easy, courteous and friendly. However, its tone should be straightforward.
Documentary proof: Sufficient documents should be enclosed as proof of complaint. Without necessary documents, the letter may have no value to the recipient.
Controlling anger: Though anger is a natural reaction of the affected buyer, it is not wise to express anger. Rather, the buyer should make the complaint in a respectful and considerate way.
Art of presentation: Complaint should he made artfully. That is, the buyer should raise the complaint in a way that does not hurt the seller. Artful presentation requires raising the complaints, passively rather than directly.