Function

• The function of a complaint letter is to change an unacceptable situation. When someone takes the time to sit down and write a letter, people take notice. It is much more work to compose a letter than to make a phone call. People getting complaint letters know this. They actually read complaint letters, unlike voice mail that is often ignored. Complaint letters are often written to businesses, organizations, government agencies, schools and news departments. It is important to write a clear and concise complaint letter and distribute it to everyone who can make a difference.
  
  

Benefits

• The primary benefit of a complaint letter is getting your way. It is vital that a complaint letter clearly describes the problem and why the people you are writing to are responsible. Do not be bitter or long-winded. State the facts without anger. Next, give the people you are complaining to a way out. Offer possible solutions to the problem. Make these reasonable, like asking for a refund or credit. If it is within their ability to satisfy you, most people will do it rather than deal with future complaints. Mention that you are sharing your negative experience with other people and the news media. "CC" the letter to the Better Business Bureau, state's attorney's office, attorney general of your state and other agencies that have some influence over the people you are writing to. Customer service representatives are trained to look for "cc's" on complaint letters. If you include them, you will get more attention.
  
  

Misconceptions

• Too many people think complaint letters are an opportunity to vent their outrage. They pound out a scathing attack, assuming it will force the people they are writing into a change of heart. The opposite is actually true. People complain all the time about everything imaginable. It is easy to ignore those who seem irrational and unreasonable. Your argument or viewpoint may be valid, but if you are perceived as overly emotional and partisan, you will be ignored.
  
  

Risk Factors

• If you ask for too much in your complaint letter or write too many of them, you may be labeled as a chronic complainer. This will get you your own file at the company or agency you are writing to, but won't necessarily get you what you want. Someone perceived as complaining about everything may be cut off. The last thing a company or agency wants to do is open up the floodgates to someone who demands something new every week. Ridiculous demands give them a justification to deny you. If your conflict is ever moderated by a neutral third party, they will use your unreasonable demands against you.
  
  

Effects

• If a complaint letter is clear, rational and reasonable, it will usually result in a change in your favor because nobody likes complaints lodged against them. If you have a legitimate gripe and they can make a reasonable concession to satisfy you, they will most likely do it. The people you are complaining to want you to say nice things about them. If you politely threaten to expose their neglect to the news media and their customers, they will take you more seriously. The last thing they want is the problem of one person to become the rallying cry of an angry mob.