letter of complaint template

your address
the date

name and address
of the company

reactions to your
r complaint

your demands

* I would like you to (refund my money).
* To resolve the problem I would appreciate your [refund, service performed
again etc].
* I will wait for [set a time limit] before seeking help from (Trading Standards,
consumer group, solicitor etc)
* Unless I receive a satisfactory reply, I will (write to the Customer Association).

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ending

* When I took the ...............back to the shop, the assistant said it was my fault
and I hadn't read the instructions carefully.

* I look forward to hearing from you and to a resolution of this problem.
sincerely, (if you know the person's name)
* Yours
faithfully, (if you don't know the person's name)
* Your signature
* Your name

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Give your reason for writing,
detailed info. about the product or
service, where & when you got it
Write 1 or 2 paragraphs saying:
- why the advert for the product was misleading.
- what went wrong with the product.

why you're complaining

* In your advert you claim that.............................................
The advert gave the impression that.............................................
* However, the first time I used it,.............................................
However, after only (1 wash, 1 week ...),......................................
* I am disappointed because your (product, service, billing etc.) (has not
performed as it should, was faulty, etc) because
...............................................................................................................................
...............................................................................................................................
* Therefore this product is not (of satisfactory quality, fit for the purpose
described) as laid down by the law.

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Say what happened when you
complained about it to the shop
assistant

* I am writing to you about................which I ( bought, rented, had serviced etc)
from...................... on...................
* I enclose copies of (the guarantee) and (the receipt).

Say clearly what you want the
company to do. State further action
that you may take

greeting

Dear Mr/ Mrs/Ms ......,(if you know their name)
Dear Sir/ Madam, (if you don't know their name)

why you're writing

[Other contact details you may
wish to give, phone, e-mail etc]

n UHy UarTarTi.rbyrbryvrrpoUvrr-yviorevonU iona-

greeting

Susu Shop,
333 Nguyen Trai Road,
Thanh Xuan District,
Hanoi

45 Ba Dinh Street,
Hanoi
08 August 2008

Reason for
writing

Dear Sir/Madam,

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* I am writing to you about an exercise bike (serial number 567711) which I bought
from your store on 20th March for ₤530.
* I enclose copies of the guarantee and receipt.

why you're complaining

* In your advertising you claim that, by using the exercise bike for ten minutes a day,
you would lose at least two kilos a week. I have been using the bike for a month now
and it is as though I have done no exercise at all. In fact the more I use the bike, the
more weight I seem to put on, despite using the instruction manual carefully.

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* Even worse than that, the bike is extremely badly made. The speed-meter stopped
working after a week and the machine that measures heartbeats must also have been
broken since it gave readings of over 200 beats per minute when I was cycling at full
speed! I was so worried that I went to the doctor, who told me not to worry as my
heartbeat was perfectly normal!

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reactions to
complaint

* However, the final straw came when the pedals broke just as I was cycling at full
speed. As well as falling off the bike and nearly breaking my arm, I pulled a muscle in
my thigh, which has caused me considerable pain and meant that I have had to take
three days off work.
* When I took the exercise bike back to your store, not only did the manager refuse to

refund my money, but said that he would not repair the bike either. He was also
extremely rude and treated me as if I was stupid to have bought the bike in the first
place.

your demands

* I would like you to refund my money as soon as possible and I suggest that you pay
compensation for the injuries that I have received.
* Unless I receive a satisfactory reply within the next three weeks, I will have to take
further action.
* I have already been in contact with my local consumer protection office in order to
ask for advice and they have recommended me to take legal action if I do not get full
satisfaction.

ending

* I look forward to hearing from you and to a resolution of this problem.
* Yours faithfully,
Lan Tran

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n UHy UarTarTi.rbyrbryvrrpoUvrr-yviorevonU iona-