PPT

1. Gokhale Education Society’s
S.M.R.K. B.K. A.K. Mahila Mahavidyalaya, Nasik-5.
Ms. Geetanjali Gitay
Assistant Professor
Dept. of English
CC English (LL)
S.Y.B.Com. Sem III
Unit 3
Complaint
Letters

2. 55%
30%
1%
Introduction
• In any business, however careful you may be, there will be some mistakes and mishaps and the
aggrieved party will complain or sometimes, you also will have to complain.
• You may not get the goods and services as you had expected and ordered. If things go wrong on your
order, you have to inform the supplier about the problem and see that the faults are corrected and
adjustments are made.
• Make a phone call as soon as the problem is noticed, to inform the supplier about the defect or
deficiency and then confirm it immediately with a letter.
•As a buyer you have to take steps to reduce the inconvenience, and you must make the supplier take
the steps to reduce your inconvenience and make adjustments.

3. Occasions for Writing a Complaint Letter
A buyer may have one or more of the following reasons for making complaints:
•Goods received in a damaged condition.
•Unsatisfactory quality of goods.
•Wrong goods received.
•Quantity of goods different from what was observed.
•Goods delivered at wrong location.
• Delay in delivery of goods or completion of work.
•Unsatisfactory work or services.
•Discourtesy from shop or staff of shop or office.
• Mistakes in a bill or reminders for payment after the bill has been received.
• Bad after sales service.

4. The Three ‘C’s of Good Letter Writing
• Correctness
State the problem correctly and without exaggeration. Although you may be angry, be restrained and
give tactful account of the problem.
• Clear and Concise
Be clear and concise in describing. Suggest how the problem can be corrected, if you do not know
what can be done, ask what the supplier proposes to do. Do not delay writing the complaint; delay
weakens your position and also makes investigation difficult for the supplier.
•Courtesy
Courtesy is of great importance; resist the temptation to accuse the supplier of carelessness,
negligence or inefficiency. Do not use offensive or discourteous words. Use passive voice to mention
errors. e.g. Say “ Our consignment was not packed with necessary care.” instead of “ You packed
our consignment carelessly.”

5. Letter of Complaint
A letter of complaint should include the following points:
1. Reference to the order, its date and number.
2. Clear description of the problem, mistake or the deficiency.
3. Clear statement of the inconvenience or the loss caused, and the action the supplier should take to
lessen the inconvenience.
4. Request for adjustment/ and /or investigation.

6. Example : 1 : Damaged Goods
Source : Business Communication, Rai Urmila & Rai S.M.,Himalaya Publications, Mumbai (Fourth Edition).

7. Example : 2 : Unsatisfactory Quality of Goods
Source: Business Communication, Doctor Aspi & Doctor Rhoda, Sheth Publishers, Mumbai.(Fifth Edition).

8. Example : 3 : Wrong Goods
Source : Business Communication, Rai Urmila & Rai S.M.,Himalaya Publications, Mumbai (Fourth Edition).

9. Example : 4 : Delay in Delivery
Source : Business Communication, Rai Urmila & Rai S.M.,Himalaya Publications, Mumbai (Fourth Edition).

10. Text Content Source :
1. Business Communication, Doctor Aspi & Doctor Rhoda, Sheth Publishers, Mumbai.(Fifth Edition).
2. Business Communication, Rai Urmila & Rai S.M. ,Himalaya Publications, Mumbai .(Fourth Edition).