The document provides guidance on writing an effective complaint letter. It defines personal and professional complaint letters and provides examples of topics that may warrant a complaint. The key aspects of a complaint letter include following a standard format with sender/receiver addresses, date, salutation, subject, body, and complimentary close. The body should introduce the issue, state the problem and requested resolution, and provide contact details. Polite language and specific, factual details are emphasized. Formatting tips like underlining and spacing are also included to maximize the impact and clarity of the complaint.

1. Complaint Letter
By Anil Kumar

2. This letter is written to address any
type of wrong-doing, offence,
grievance, resentment arising out of a
product, service, etc.

3. Why
It is used to raise your concern about unfair things
and seek a productive outcome. It is a fundamental
right and duty of a citizen to seek justice arising out
of any injustice, and the first step toward it is, filing a
Complaint.

4. Personal Complaint letter
The type of complaint letter you write
on your own individual level pertaining
to your individual grievances is
referred to as personal complaint
letter.

5. Professional Complaint letter
It is that type of complaint letter that is
written on the behalf of the organisation
pertaining to issues that are affecting
the organisation as a whole.

6. Topics for writing a Complaint
Letter

7. • Incomplete or defective order
• Abnormal delay in sending the consignment
• The goods arrive in a damaged condition
• The goods are different from what were ordered
• Quantity of goods is not what was ordered
• Goods are delivered at the wrong address
• Work undertaken is done unsatisfactorily
• Misbehaviour of staff or salesman
• Mistake in preparing the invoice
• Defective packing that might lead to the damage of goods in transit
• Mistakes in a bill or reminders for payment after the bill has been paid, etc
• Others:
• Wrong-doing in public.
• Rash driving of the DTC drivers.
• Poor treatment of street dogs
• Any other

8. Marking Scheme
FORMAT
(Sender’s address, date, Receiver’s address,
subject/heading, salutation, complimentary close)
1 mark
Content 2 marks
Expression 2 marks

9. Format of a Complaint
Letter

10. SENDER’s ADDRESS-
DATE-
RECEIVER’s ADDRESS-
SALUTATIONS-The general greetings used in formal letters are “Sir”
or “Madam”.
SUBJECT- Sum up the purpose of writing the letter in one line. This
helps the receiver focus on the subject of the letter in one glance. It
is important to underline the subject.

11. Body of the Letter
1.This is the main content of the letter.
2.Divided into three paragraphs or two paragraphs if the
letter is briefer.
3.The tone of the content should be formal.
4.Do not use any offensive language.
5.Should be concise and to the point.
6.Be respectful and considerate in your language.

12. The body should include...
• Short introduction paragraph- Provide details about the product
or service that is the subject of the complaint. Include dates,
location and the specifications about the item or service.
• State the issue with item or service. Provide details as to the
cause. This may include malfunction, billing issues, details that
were not disclosed, etc.
• Indicate how you would like them to resolve your problem. Provide
specifics about what you’re seeking.
• Indicate you are including copies of transaction document.
• Indicate you look forward to their reply within a specific time
period.
• Indicate that they can contact you about the issue and provide
your contact details

13. COMPLIMENTARY CLOSE- At the end of your letter, we write
a complimentary closing. The words “Yours truly” or
“Yours Sincerely” are used.
SIGNATURE- Here finally you sign your name. And then
write your name in block letters beneath the signature
followed by your designation. This is how the recipient will
know who is sending the letter.

14. Important Points to be kept in mind
1. Although the motive of complaint letter is to vent out
your grievance and frustration, it is imperative that you
use a tone which is polite and simple.
2. Try to be formal and avoid using offensive and
disrespectful words.
3. Make sure that you introduce yourself properly.
4. The purpose of writing should be clear.
5. Do not deviate from the topic and write to-the-point.
6. Make sure you adhere to the format as it carries marks.

15. 1. Underline the subject of the letter with a pencil. Also,
underlining the main points is very important, but it is
advisable that you do it after finishing your exam. Use a
pencil and scale for underlining.
2. Make sure you double check for grammatical accuracy
and spellings. They carry marks.
3. Leave adequate number of lines between paragraphs to
make it look clean.
4. Presentation is very important.
5. Read a lot of letters to get an idea.

16. Let’s Practice writing letters
Thank You