Complaint Letter and Apology or Handling Complaint Letter



Complaint Letter and Apology or Handling Complaint LetterMistakes may occur in day-to-day business, and these give cause for complaint. There might have been a misunderstanding about the goods to be supplied; perhaps the warehouse clerk made an error in addressing the parcels; sometimes a consignment is dispatched too late or delays are caused in transit; damage may have occurred during delivery; a manufacturing defect is discovered when a machine is used. The customer is understandably annoyed, yet this is no reason to write an angry letter of complaint. He will get better results if he takes the trouble to explain his complaint clearly, and to propose ways in which matters can be put right. His company may make mistakes too: firms often have to manage with insufficiently trained personnel or to contend with a staff shortage, so mistakes and accidents happen.It is particularly necessary to exercise tact in handling complaints. A disappointed customer cannot be put off with mere apologies-he is entitled to know how the mistakes will be remedied: when he will receive the goods ordered; what he is to do with the wrong consignment or the damaged goods he receive; when he will receive a replacement for his defective machine, or if it can be repaired quickly.How to Write a Complaint LetterDear Sir or Madam (or name) heading with relevant reference numbers (Optional, especially if writing to a named person) ask for the person's help, eg "I'd really appreciate your help with this." State facts of situation, including dates, names, reference numbers, but keep this very concise and brief (append details, history, photocopies if applicable, for example if the situation is very complex and has a long history). State your suggested solution. If the situation and solution is complex, state also that you'll be as flexible as you can to come to an agreed way forward. (Optional, and normally worth including) state some positive things about your normal experience with the organization concerned, for example: that you've no wish to go elsewhere and hope that a solution can be found; compliment any of their people who have given good service; compliment their products and say that normally you are very happy with things. State that you look forward to hearing from them soon and that you appreciate their help. You may, for example, ask for refund or replacement but keep in mind not to give money amount as you may have asked for too much (which is undesirable for long term cooperation or reputation) or too little (much to your disadvantage )Yours faithfully (if not sent to a named person) or sincerely (if sent to a named person) Your signature Your printed name (and title/position if applicable) c.c. (plus names and organizations, if copying the letter to anyone) enc. (if enclosing something, such as packaging or attachments) EXAMPLE ON LETTER OF COMPLAINTDear (name) Outstanding service problem - contract ref (number) Your engineer (name if appropriate) called for the third time in the past ten days to repair our (machine and model) at the above address, and I am still without a working machine. He was unable to carry out the repair once more because the spare part (type/description/ref) was again not compatible. (I attach copies of the service visit reports.) Your engineers have been excellent as always, but without the correct parts they can't do the job required. Can I ask that you look into this to ensure that the next service visit, arranged for (date), resolves the matter. Please telephone me to let me know how you'd like to deal with this. When the matter is resolved I'd be grateful for a suitable refund of some of my service contract costs. I greatly appreciate your help. Yours sincerely signature J Smith (Mrs) Enc. How to Write an Insurance Claim LetterMost people will, some or the other time, come across an insurance claim. So to make sure everything else goes smoothly, they should know how to write an insurance claim letter. The claim letter is mostly written if the claim has been rejected, or if there has been some delay in the process. Most of the time, the claims get accepted, and there is no further correspondence required. But if the process does not go as smoothly as possible, the claim letter is the next step. The letter is a polite way of communicating your grievance to the insurance company. And, most of the times, your problem will be solved after the letter is sent, as insurance companies take these letters seriously. The letter should be completely formal. Get straight to the point. Mention the incident in detail because it is important while claiming coverage. The companies reserve a right to reject the claim if the accident was caused by your mistake, or whether you were in an inebriated condition in the incident. If a police complaint has taken place, mention the complaint number. It makes it easier to get the compensation if the police are involved as their investigation is considered as valid. Most companies have customer care executives for handling queries. You can call the executives to confirm your situation, and mention in the letter about the conversation you might have had with them. Attach a photocopy of the necessary documents that are required for the claim. Do not give away the original documents. A good professional way of writing and presenting your problem will certainly help you. You can express your disappointment at the situation, but do not accuse them of false practices. Do not write the letter in an angry tone, there is a proper way and tone with which you convey your anger. Finally, in the letter, express hope that the problem will be solved, and that you wish to continue business with them. Here is sample on how to write an insurance claim letter, follow this letter for better understanding. EXAMPLE ON INSURANCE CLAIM LETTERDear Sirs,????? ?Our suppliers M/s. Johnson & Nicholson Bros., London have sent us a shipment of Garments against their invoice No. 893, dated 10th May, 2015 for ?85,000.?The said shipment was insured against your cover note No.? 7894, dated 14th May, 2015 and our suppliers paid a sum of US $850 towards insurance.?The goods came on MANORA which sailed from London on 14th May, 2015 and their delivery was taken on 17th June, 2015?the goods were partly wet and a certificate to this effect was obtained from the shipping company.?The loss arising out of damaged goods is ?25,000 which we request you to remit to us at an early date.?We are enclosing following documents in support of our claim.?(i)???????? Photocopy of Bill No. 893, dated 10th May, 2015 for ?85,000.?(ii)? ?????Photocopy of Insurance cover note No. 7894, dated 14th may, 20?(iii)?????? Photocopy???? of???? Shipping???? Company's certificate No. 81, dated 12th June, 2015?Thanking you,?Yours faithfully,?How to Write an Apology or Handling Complaint LetterDear......... I am writing with reference to (situation or complaint) of (date). Firstly I apologise ('apologize' in US) for the inconvenience/distress/problems created by our error/failure. We take great care to ensure that important matters such as this are properly managed/processed/implemented, although due to (give reason - be careful as to how much detail you provide - generally you need only outline the reason broadly), so on this occasion an acceptable standard has clearly not been met/we have clearly not succeeded in meeting your expectations. In light of this, we have decided to (solution or offer), which we hope will be acceptable to you, and hope also that this will provide a basis for continuing our relationship/your continued custom. I will call you soon to check that this meets with your approval/Please contact me should you have any further cause for concern. Yours, etc. ................
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