Consumer complaint letters have to be concise in that they allow the reader to understand the problem quickly. This is important as the staff that is dealing with the customer complaints have a lot of complaints to deal with and it would not be wise to think that the company only has to deal with one complaint letter at a time. Pissed Consumer
There are a lot of letters received by companies these days and you can imagine that the people in the complaint department receive the most letters. Hence nobody has the time to read all the letters. Ask any complaint center representative and they will tell you that letters that are short and sweet get the best response. As a rule of thumb, a letter that gets the point across in 5 seconds is the best one.
Complaint letters are a kind of persuasion letters in that they are persuading the reader to take action. The old acronym, AIDA, can be used for this purpose. It stands for attention, interest, desire, and action. These four words basically represent the framework for persuasion letters and have been used as such for the past 50 years.
Always include a heading in your letter that includes the name of a person, a product, or a service and add a product number if possible. Then after you get to the body of the letter, write the letter in simple facts. Next should come your proposed set of action. Also include something complimentary about the organization you are referring to. You can start by “I have always been a customer of so and so company…” and words like “I have every faith that you will be able to solve my query.” You might find that including a complimentary statement seems difficult in cases when you are angry but it is always good to see through your anger in such instances since it helps in the resolution of the issue quickly. Moreover, including complimentary statements also makes the reader want to help you.
If your issue is quite long and complex and has a history, it is best to present only the relevant details in your letter and then include the details in appendices. This enables the reader to quickly understand the main point of your letter without having to go through twenty pages of details. Moreover, if you believe the problem is daunting and will take a long time to solve, say that you are willing to wait.