Writing a complaint letter carefully is very important for European consumers. This allows consumers to assert their rights and seek redress for products or services that do not meet their expectations.
If you need to make a complaint about a product or service, you are not alone. For example, in the UK, the Financial Ombudsman Service and the Financial Ombudsman Service for Small Businesses reported 198,798 new cases for the financial year from 1 April 2023 to 31 March 2024. We have received your complaint. This compares to 165,149 the previous year.
Writing a structured letter can have a significant impact on your company’s response and that of regulators. Read on to learn how to write an effective complaint letter.
strong element complaint letter
To write a persuasive complaint letter, it is paramount to be factual and concise, especially in the context of writing an effective complaint letter for a consumer matter. To ensure your letter communicates your concerns, consider these key elements:
clear introduction
Start with a brief description of what is bothering you. For example, “I am writing to make a formal complaint regarding a defective smartphone I purchased from your store on (date).” If you don’t know where to start, check out the letter templates available online.
detailed text
Please provide the following required details:
- Date purchased
- Transaction references or related documents
- Specific actions you want the company to take
Including all necessary information will help readers better understand the situation and respond more quickly.
logical structure
Organize your letter logically by outlining the steps you have already taken to resolve the problem. Mention your previous interactions with customer service. Example: “I contacted support on (date) and was advised to return the product.” This shows that you are proactive and helpful in building your case.
requested action
Be clear about what you want: refund, replacement, repair, etc. This sets clear expectations for how the problem should be resolved.
Choose the right tone and language
It is important to maintain respect while firmly expressing your rights as a consumer. Here are some guidelines for writing a positive and polite complaint letter:
Keep your language professional
Use professional language without being too emotional or over-the-top. That way they may take you less seriously. For example, instead of saying “I’m angry at the way you handled my situation,” try “I’m disappointed in the way my complaint was handled.”
Aim for clarity
Be careful to use clear language throughout your letter. Avoid using jargon or overly complex terms that may confuse readers.
Legal considerations for European consumers
When writing a complaint letter, it is important to have a solid understanding of consumer law. European consumers have a safety net of various regulations that fully protect their rights. For example, there is a Consumer Rights Directive that basically sets out all the rules for refunds, repairs and replacements. By mentioning something like “Under the Consumer Rights Directive I am entitled to a full refund for defective goods” in your letter, you strengthen your position and show that you are fully aware of this. Get what you deserve.
It is also absolutely important that you understand how to escalate a complaint if the issue is not resolved the first time. There are quite a few consumer protection agencies in Europe. One example is the European Consumer Center (ECC) network, which can provide very useful guidance and support.
It may include: “If your complaint is not resolved, we will escalate this matter to (a specific agency or organization).” This statement will let the company know exactly what you plan to do next and may lead them to take your issue more seriously.
Solve common problems complaint letter
Many consumer complaints are typically related to issues such as poor service or defective products. It is a good idea to include supporting evidence when addressing these issues in your letter. Receipts and photos of defective items can work wonders.
For example, if you are filing a complaint about a defective appliance (which happens frequently), including a copy of your purchase receipt along with clear photos showing the defect can greatly strengthen your case by providing substantial evidence to support your claim. This type of documentation makes your complaint much more credible.
If you feel like your complaint is being ignored or is taking a long time to resolve, the best course of action is to follow up. For example, you could write: “I have not received any response to my previous letter dated (date). I would appreciate an update on the status of my complaint.”
This kind of persistence shows that you are serious about solving the problem and may allow you to take faster action when the problem is resolved.
Digital Letters vs. Physical Letters: What Works Best?
Choosing whether to send an email or go the traditional route and send a physical letter largely depends on who you’re dealing with – a company or a service provider. While email is convenient for communication purposes and is generally faster, traditional letters sometimes convey more weight and seriousness.
For example, if you’re writing to a large company that could easily get lost among the hundreds of emails you receive every day, a physical letter can stand out more effectively than an email buried deep in someone’s inbox. Therefore, it is important to consider how each company handles complaints before deciding which format is best for that company.
Nonetheless (and we want to emphasize this point) it is important that you keep track of everything related to your complaint. If we’re talking about digital communication, be sure to save a copy of every email you send and receive. On the other hand, for physical letters, it is important to have proof of submission in case a dispute arises later, so using a recorded delivery service can be of great help. By setting a schedule, you clearly demonstrate how diligent you have been in finding a solution.
