Complaint Letter Format
States what went wrong, the effect, and what you want done.
Details
complaint letter formatUploads
Your logo
A photo or picture
Goes on this page only. Drag it anywhere and pull its corner to resize it.
Your signature
Draw it with a finger, a mouse or a trackpad, and it goes on the page like a picture.
Pictures and signatures stay on this device. Nothing is uploaded to a server.
Red highlights mark what is still blank. Click anything on the page to change it. Your draft is kept on this device as you work.
Dear Sir / Madam,
I am writing to complain about the following: [what went wrong]
The effect on us has been: [the impact]
To put this right I am asking for: [what you want]. I would be grateful for a reply within [number] days. If we cannot resolve it between us I will take the matter further, but I would much rather settle it directly.
What is a Complaint Letter?
A complaint letter puts a problem on record and asks for a specific remedy. Its purpose is not to express annoyance — it is to create a dated document that a company, regulator or court can be shown later.
Complaints succeed on evidence and specificity. The letters that get resolved name the transaction, attach the proof, state exactly what outcome is wanted, and give a deadline. The letters that get filed away describe how the writer felt.
Keep the tone level even when the situation is not. A calm letter is easier to escalate: you can forward it to an ombudsman or a regulator without having to explain the language in it.
Most industries have an escalation path — an internal complaints team first, then a sector ombudsman or consumer forum, then legal action. Each stage will normally want to see that you tried the previous one, so the first letter is worth writing properly.
What to put in a Complaint Letter
These are the details this template asks for. Anything left blank is marked in red on the preview so you can see what is still missing.
| Field | What goes in it |
|---|---|
| Issuing organisation | For example: Maple Grove Homeowners Association |
| Organisation address | For example: 1420 Kinnear Road, Columbus, OH 43212 |
| Invoice / matter reference | For example: INV-4471 |
| What went wrong | For example: The delivery due on 14 August arrived on 22 August, and 40 of the 120 panels were… |
| The effect on you | For example: We had to halt a customer installation for a week and cover the cost of hired access… |
| What you want done | For example: Replacement of the 40 damaged panels at no charge, and credit for the $620 of additional… |
| Response wanted within (days) | For example: 14 |
| Issued to (full name) | For example: James Whitfield |
| Their address | For example: 588 Kinnear Road, Columbus, OH 43212 |
How to write a Complaint Letter
Identify the transaction precisely
Order or account number, date, branch or store, amount, and the name of anyone you have already spoken to. Without these the letter cannot be traced to a file.
Describe what happened in order
A short factual sequence with dates. Two or three paragraphs. Leave out anything you cannot evidence.
State the remedy you want
A refund of a specific amount, a replacement, a repair by a date, a correction to a record. 'Appropriate action' invites nothing.
Give a deadline and say what follows
A reasonable period — commonly 15 to 30 days — and the next step you will take if there is no response, such as escalating to the ombudsman or consumer forum.
List your enclosures and keep proof of sending
Number the attachments. Send by a method that gives you a receipt, and keep a copy of everything.
Common mistakes
- Writing at length about the inconvenience and never stating what you want.
- No reference number, so the complaint cannot be matched to the account.
- Attaching originals rather than copies.
- Threatening action you have no intention of taking.
- No deadline, so the letter can sit unanswered indefinitely.
Frequently asked questions
How long should a complaint letter be?
One page is usually right. Facts, evidence, remedy, deadline. Length works against you.
Should I send a complaint by email or post?
Email is faster and self-documenting. For formal escalation, many bodies still expect a letter sent by a method that proves delivery — send both if you are unsure.
What if the company does not reply?
Escalate to the sector's ombudsman, regulator or consumer forum, attaching your original letter and proof of sending. Most require evidence that you complained to the company first.
Can I ask for compensation?
Yes, but ask for a specific figure and be able to explain how you arrived at it. Unquantified demands are usually ignored.
Who should I address it to?
The complaints or grievance officer where one is published. Failing that, the branch or store manager, with a copy to the head office customer service address.
This page explains general practice and is not legal advice. Requirements differ between countries and, in some cases, between states — check what applies where the document will be used.