This document provides guidance on writing business complaints and responses to complaints. It outlines how to structure a complaint with an opening, body and closing and how to politely make or accept complaints. When making a complaint, one should clearly explain the problem and suggested solution. When accepting a complaint, acknowledge responsibility and offer compensation if needed. When denying a complaint, apologize but explain mitigating circumstances and propose an alternative solution while avoiding legal liability. The goal is to resolve issues and maintain good customer relations.

1. Business
Writing
Complaints

2. Objectives
This tutorial helps learners …
•
make a mild / strong complaint
•
accept a complaint positively
•
deny a complaint politely, sympathetically

3. Making a Complaint
H
e
a
d
o
o
o
Who(m)
When
What
E
n
d
Opening
a problem
Core
explain the problem in details:
what, who, when, where, how…?
Action
B
o
d
y
suggested action/response
• End
complimentary closing

4. Examples:
Subject: Shortage of delivery
Dear Mr Martinez
I am writing in reference to the delivery of MP3 players, order #396,
which we received today.
Unfortunately, you sent us the wrong quantity. You sent us 20 K60
MP3 players, but we ordered 30. I have attached a copy of order form
for your reference.
I would be grateful if you would send ten more players as soon as
possible.
Thank you for your assistance in this matter.
Sincerely
David Heller

5. Examples:
Subject:Order No. VC58391
We are writing to you with reference to the above order and our email
of 22 May in which we asked when we could expect delivery of the 60
dynamos (Artex model 55) you agreed to supply on 3 June for an
export order. We have tried to contact you by phone, fax, and email but
no one in your organization seemed to know anything about this
matter.
It is essential that we deliver this consignment to our Greek customers
on time as this was an initial order from them and would give us an
opening in the Greek market. Our deadline is 28 June, and the lorries
have been completed except for the dynamos that need to be filled.
Unless we receive the components within the next five days, our
customers will cancel the order and place it elsewhere. We would like
to make it clear that we are holding you to your delivery contract, and if
any loss results because of this late delivery we will take legal action.
Yours sincerely

6. Principles
An effective complaint will be …
•
polite
•
fact-based
•
clear and accurate
•
solution-oriented

7. Accepting a Complaint
H
e
a
d
o
o
o
Who(m)
When
What
refer to a complaint
say sorry
explain the cause of problem but don’t
blame your colleagues/staff
recommend a solution
suggest compensation (if necessary)
Action
E
n
d
Opening
Core
B
o
d
y
ask if the solution is satisfactory
• End
say sorry for inconvenience
complimentary closing

8. Examples:
Dear Mr Heller
Thank you for your email concerning your order #396.
We are sorry to hear that you received the wrong quantity. We have
discovered that this was caused by a software problem. We will send
you the remaining 10 MP3 players immediately, free of delivery charge.
Please accept our apologies for the inconvenience.
We look forward to doing business with you again in the future.
Sincerely
Suzanne Martinez

9. Denying a Complaint
H
e
a
d
o
o
o
Who(m)
When
What
refer to a complaint
say sorry
explain the possible cause of problem
deny responsibility
suggest solution
Action
E
n
d
Opening
Core
B
o
d
y
ask if the solution is satisfactory
• End
express sympathy for inconvenience
complimentary closing

10. Examples:
Subject: Order No. VC58391
Thank you for your email of 20 June concerning your order (No. VC 5839) which
should have been supplied to you on 3 June.
First, let me apologize for your order not being delivered on the due date and for
the problems you have experienced in getting in touch with us. Both are the
result of an industrial dispute which has involved our administrative staff and
employees on the shop floor, and has held up all production over the past few
weeks.
The dispute has now been settled and we are back to normal production. There
is a backlog of orders to fill, but we are using associate companies to help us
fulfill all outstanding commitments. Your order has been given priority, so we
should be able to deliver the dynamos before the end of the week.
May I point out, with respect, that your contract with us has a standard clause
stating that exempt us from unforeseen circumstances such as this. However,
we understand your problem and will allow you to cancel your contract if it will
help you meet your commitments to your Greek customers. But we will not
accept responsibility for any action they may take against you.
Once again let me say how much I regret the inconvenience this delay has
caused. Please let me know whether you wish us to complete your order or you
would prefer to make other arrangements.
I look forward to hearing from you.

11. Principles
An effective reply to a complaint will be …
•
polite
•
positive
•
fact-based
•
solution-oriented
•
customer-oriented

12. Business
Writing
Complaints