LETTERS OF COMPLAINT

INTRODUCTION
a letter written in to bring these mistake to the notice of the responsible person is called complaint letters and the letters written to take action on them is known as adjustment letters .

ELEMENTS OF COMPLAINT LETTERS

1.

2.

3.

4.

A state about what has gone wrong like supply of defective goods, in ordinary delay , faulty service etc. a statement about the loss suffered buy the buyer this loss may in convenience , inability to meet the future orders or any other loss that the business has suffered. an appeal to suppliers ethics reputation or professional pride with a view to motivate him for taking necessary action. a formal request for the necessary adjustments that the buyer climate thinks fit.

POINTS REMEMBERED
1.

2. 3.

4.
5. 6.

7.

before clime is made the matter should be investigated. do not write letter with anger. The aim of the letter is not to quarrel with the seller. the complaint made should be clear and specific. letters should be worded fact fully. the convenience or loss caused should be stated in the letter. the adjustment needed should also be clearly stated.

OCCASIONS FOR WRITING COMPLAINT LETTERS

When

the goods do not arrive on time. when the goods are in damaged condition. When the quality of goods is different from what was ordered when the work under taken is done unsatisfactorily. when the products does not function properly. When goods are delivered at the wrong place

DRAFT COMPLAINT LETTERS

make accurate and clear statement by giving pertinent details and exact description of the goods. be factual concise and exact in describing the problem. explain the implication of the problem, state the loss of business interruption in services or operation and inconvenience faced by the company. state the desired steps to be initiated to rectify the situation. The steps may be replacement of goods performing extra service, refund of money or making compensation etc. do not lose temper resist the temptation of accusing the other person of carelessness, negligence or inefficiency.

CONTD.

be courteous, but remember that courtesy should not be at the cost of firmness do not use offensive or unpleasant words like dishonest, unfair, false, disgusting, useless, inefficient etc. as they sound discourteous. do not attributes faults to any one unless you are absolutely sure. Use passive voice to talk of mistake make a judicious choice of words to convey our feelings.

HINTS FOR DRAFTING COMPLAINT

a) b)

c)

d)

e)

make a clear statement of the mistake in a calm, courteous and matter-of-fact style the claim should be specific, clearly identify whether the fault lay with the goods supplied or service rendered. A reference to the order or quotation or date and time of arrival of goods etc. is also necessary explain the nature and extend of inconvenience or damage caused items of money , sales, service or goodwill. state the step necessary to rectify the situation appeal to the suppliers sense of fair play and pride. Make a courteous but request that the matter should be attended to promptly. Be definite about what you are asking for.

SPECIMEN COMPLAINT LETTER REGARDING IN ORDINATE DELAY OF THE

SUPPLY OF GOODS

Dravid leather limited 73, industrial area Bangalore Date: aug, 25, 2009 To, m/s javid chemical limited M g road Ernakulum sir, We regret to inform to you that the goods ordered by us on 20 June 2009, have not been delivered till today inspect of the fact that an early delivery was assured and the order was placed only on the strength of assurance. please make necessary arrangement to send the goods immediately. If we do not get the goods with in a week we are sorry that we shall be compelled to cancel the order. Yours faith fully Varon sony managing director

REFERENCE
Business communication -VARINDER KUMAR BODH RAJ KALYANI PUBLICATIONS Communication skill - A.P KRISHNAN K.K ASOKAN central co-operative store Calicut university

THANK YOU