COMPLAINT LETTER

Haveyou ever complaint about anything?

Did you have your problem solved?
What did you do?
Which kind of product or service do you

think it is worth complaining about?

 What is it?

A letter written by a consumer to a

manufacturer or retailer regarding a
problem with a product or service. This
type of letter is written usually with the
expectation that corrective action will be
taken and is used when other attempts (ie.
phone contacts, email, etc) have failed to
rectify the situation.
 TIPS

1. Assemble all the facts in chronological order

2. State the booking reference at the head of

the letter.

3. Describe the nature of your complaint in

detail, again in chronological order.
 TIPS
4. Make reference to the description of the
holiday in the brochure

5. Illustrate the points you are making by

reference to photographs or other documentary
evidence you may have acquired .

6. Describe any action you took or reports you

made at the resort to any company
representative. Give names whenever possible.
TIPS
7. List any extra costs

8. Make reference to any legal requirement

9. Specify in positive terms the remedy you require.

TIPS

10. DO discover the name and address of

the highest placed person you can find in
the company
TIPS
11. ALWAYS send the letter by recorded
delivery mail. The Head Honcho's secretary
will then get it on her desk and have to do
something meaningful with it. There are two
other benefits:
1. you can later prove that they received it.
2. It sends the message that you mean business.
It may cost a couple of pounds, but it is a very
good investment.
TIPS
12. Include copies (don't send originals) of any
photographs, brochure descriptions, letters
from the tour operator etc., that back up your
case.

13. Mention that you have spoken to Travel

watchdog who have shown an interest in your
case.

14. Remember this letter needs to be strong

and factual.
 TASK
TASK 1
2
Come on our weekend tour!
Visit beautiful Ouro Preto! HOUSE'S TRANSPORT
* Visits to castles included We meet all your
*Comfortable modern buses transportation needs!
*Experienced drivers Safety, Service and
R$100 per person payable
Security
on the day
Call 2184352 to reserve
your place You have just moved house and
You went on the weekend bus
you are going to write a letter of
tour of Ouro Preto but it was a
complaint to this transport
disaster. Write a letter of
company about some furniture
complaint to the organizer of
they had damaged and the bad
the tour.
quality of their service.