How I write complaint letters

You may, if you’re a regular reader, be wondering what became of my complaints to Cadbury and Jetstar.

Well.

Cadbury sent me a voucher for $5 to spend on Turkish Delight and Jetstar sent me $100 to spend on my next flight.

This complaint letter thing is fun and rewarding.

Here are my six tips for writing a complaint letter that gets read…

  1. Establish a connection with the company – tell them that you’re familiar with the product you’re complaining about. Being a regular customer who is sold on the brand will give you credibility with the reader – and make them want to help you out.
  2. Find the right person to contact – for the Cadbury one I phoned Cadbury rather than using an anonymous web form, for the Jetstar one I emailed it directly to the Customer Service manager as well as posting it. The more senior the person you address the letter to the better.
  3. Give good details – tell the reader exactly what your experience was from start to finish. Set the scene. Help them to pinpoint the nature of your complaint.
  4. Use the right tone – be polite – don’t complain about rudeness by being rude. Try using humour – it’ll make your letter different to the hundreds of other letters they receive. Be memorable.
  5. Have a call to action – give the company some recourse – let them know what you expect in return for your letter. Do you want a reply detailing what went wrong and what they’ll do to fix it? Do you want a refund? You won’t get exactly what you want without asking for it.
  6. Be contactable – give good details for follow up – you won’t get free stuff if the company doesn’t know where to send things.

Those are the things I do – how ’bout you? What are your tips for writing complaint letters that bear fruit.

The author

Nathan runs St Eutychus. He loves Jesus. His wife. His daughter. His son. His other daughter. His dog. Coffee. And the Internet. He is the campus pastor at Creek Road South Bank, a graduate of Queensland Theological College (M. Div) and the Queensland University of Technology (B. Journ). He spent a significant portion of his pre-ministry-as-a-full-time-job life working in Public Relations, and now loves promoting Jesus in Brisbane and online. He can't believe how great it is that people pay him to talk and think about Jesus.

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