How to Write a Complaint Email in 8 Steps

In our modern world, being able to write a good complaint email is super important.

If you’re facing bad customer service, a broken product, or just a disappointing experience, a strong complaint email can really help fix the problem.

I will show you 8 important steps to create a complaint email that works.

By using these steps, you’ll boost your chances of getting a good response while keeping things professional.

Step 1: Gather All Relevant Information

Before you begin writing your complaint email, it’s really important to collect all the information you need about your problem.

This step helps you create a solid complaint that is based on facts, making it more likely that people will take it seriously and respond quickly.

Start by collecting the following:

• When did the problem happen or when did you first see it?
• What are the order numbers, account numbers, or anything else that can help identify the issue?
• Who are the employees you talked to about this problem, and what are their job titles?
• Have you had any earlier conversations about this issue, like emails, chat messages, or phone calls?
• Do you have any important papers like receipts, warranties, or contracts related to this?
• If you have any pictures or videos that show the problem, please include those too.
• Knowing this information really well will allow you to explain the situation clearly and completely.

It shows that you’ve put in the effort to understand things before contacting someone, making them more likely to take your complaint seriously.

Plus, if you organize this information ahead of time, it will help you write a clearer and shorter email.

You won’t have to stop and look for details while writing, which can break your focus and make your message less powerful.

Step 2: Identify the Right Recipient

It’s really important to send your complaint to the right person or department so you can get a fast and helpful response.

If you take a moment to figure out who should get your message, you can avoid the annoyance of your email being passed around or, even worse, not getting a reply at all.

Here’s how to find the right recipient:

Visit the company’s website:

Search for a “Contact Us” or “Customer Service” section. Many businesses have specific email addresses for different questions or issues you might have.

Use social media:

Some companies respond faster on social media. Check their official pages for customer service accounts or options to send direct messages.

Call the company:

If you can’t find the right contact info online, just call the main customer service number and ask for the best email address to send your complaint.

Look for ways to escalate:

If you’ve already tried reaching out to customer service and didn’t get help, see if there’s a way to escalate your issue. This could mean contacting a supervisor or a special customer relations team.

Investigate the company hierarchy:

For more serious issues, you might want to contact higher-ups. Websites like LinkedIn can help you find names and job titles of important people.

Think about CC’ing others:

Sometimes, it’s a good idea to copy (CC) other departments or people who should know about your complaint.

Keep in mind that you want to reach someone who can actually help with your problem.

If you just send your email to a general “info@” address, you might not get the response you need.

 It’s a good idea to spend a little extra time looking for a specific person to contact.

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Step 3: Use a Clear and Specific Subject Line

The subject line of your email is the first thing the person will notice, and it can decide if they open your email right away or if it gets pushed down to the bottom of their inbox.

A clear, specific subject line serves several important purposes:

1. It immediately communicates the nature of your email
2. It helps the recipient prioritize your message
3. It aids in future reference and searching

Here are some tips for crafting an effective subject line:

Keep it short and clear: Your subject line should have 6-10 words.

Add important details: Include order numbers, account numbers, or product names if needed.

Make it clear it’s a complaint: Use words like “Complaint,” “Issue,” or “Problem” to help direct your email to the right team.

Be specific about the complaint: Instead of saying “Customer Service Issue,” say something like “Complaint: Late Delivery of Order #12345.”

Don’t use all caps or too many exclamation marks: This can seem aggressive and might get your email marked as spam.

Examples of effective subject lines:

• “Complaint: Faulty XYZ Product (Order #67890)”
• “Unresolved Billing Issue – Account #11223344”
• “Customer Service Complaint – Incorrect Hotel Booking”

When you create a clear and specific subject line for your email, it helps more people open it and respond quickly.

It also shows that you are organized and really care about fixing the problem.

Step 4: Start with a Proper Salutation

The greeting you choose for your email really sets the mood for the whole message.

It’s your chance to show that you’re professional and respectful, which can help you get a good reply to your complaint.

Here are some tips for writing a good greeting:

• When you write an email, try to include the person’s name if you have it. This makes your message more personal and shows that you care.

For example, you could say “Dear Mr. Smith” or “Dear Ms. Johnson.”

If you don’t know their name, you can use a general greeting like “Dear Customer Service Representative” or “Dear [Company Name] Team.”

• Avoid using casual greetings like “Hey” or “Hi there,” especially for complaints, as they might seem too relaxed.
• Also, skip “To Whom It May Concern” because it feels outdated and not very friendly. If you don’t have a name, it’s better to mention their job title.
• Lastly, consider the time of day when you send your email. If it’s morning or evening, you might want to start with “Good morning” or “Good evening” before your main greeting.
• And if you’re unsure about the person’s gender, using their full name or a neutral greeting is a good idea.

Examples of appropriate salutations:

• “Dear Customer Service Manager,”
• “Good morning [Company Name] Support Team,”
• “Dear Mr. Johnson,”
• “Hello Quality Assurance Department,”

Remember, the goal is to start your email on a respectful and professional note, setting the stage for a constructive dialogue about your complaint.

Step 5: Clearly State the Problem

After your salutation, it’s time to get to the heart of the matter.

Clearly explaining the problem is really important for a few reasons:

• It lets the person know what the issue is right away.
• It shows that you can express your worries in a clear way.
• It helps the person see how serious and urgent the situation is.

To clearly explain the problem, try these tips:

Keep it short but thorough: Start by describing the issue in just 2-3 sentences. You can add more details later in your message.
Add specific information: Mention important details like dates, order numbers, or product names.
Focus on the facts: Don’t use emotional words or blame anyone right now.
Point out the effects: Quickly say how this problem has impacted you.
Use simple and clear language: Stay away from complicated words or phrases.

Here’s an example of how to clearly state a problem:

“I am writing to complain about the XYZ product I purchased from your company on [date] (Order #12345). The product arrived damaged and is not functioning as advertised. This has caused significant inconvenience as I needed the product for an important project due next week.”

This opening clearly identifies the product, provides relevant details (purchase date and order number), describes the issue (damaged and not functioning), and briefly explains the impact on the customer.

Remember, the goal here is to provide a clear, factual account of the problem. This sets the stage for the rest of your email and helps the recipient quickly understand the nature of your complaint.

Step 6: Provide Relevant Details and Documentation

After clearly stating the problem, it’s time to provide more detailed information about your complaint.

This step is crucial for several reasons:

• It helps the person understand what’s going on really well.
• It shows proof to back up what you’re saying.
• It proves that you’ve put in the effort before bringing up a problem.
• It can make solving the issue happen faster.

Here’s how to effectively provide relevant details and documentation:

Organize Events in Order: List the events as they happened. This helps the reader understand the timeline better.

Be Clear: Provide specific dates, times, places, and names of the people involved.

Reference Past Conversations: If you’ve talked about this issue before, include quotes or a summary of those discussions.

Attach Important Papers: Add copies of receipts, warranties, contracts, or any other important documents. Don’t forget to mention in your email that these documents are attached.

Explain Your Efforts to Fix the Problem: If you’ve tried to solve the issue already, explain what you did and what happened.

Use Bullet Points or Numbered Lists: These make your email easier to read and help the reader see the main points quickly.

Focus on Relevant Details: While it’s good to be detailed, avoid adding information that doesn’t relate to your complaint.

Here’s an example of how this might look in an email:

“To provide more context about this issue:

• I purchased the XYZ product on May 15, 2023, from your online store (Order #12345).
• The product was delivered on May 20, 2023. Upon opening the package, I immediately noticed that the outer casing was cracked.
• I attempted to use the product despite the damage, but it failed to turn on.
• On May 21, 2023, I called your customer service line and spoke with representative John Doe. He advised me to try resetting the product, which I did, but this did not resolve the issue.
• I have attached photos of the damaged product and a copy of my order confirmation email for your reference.

I have been a loyal customer of your company for over five years and have never experienced an issue like this before. This situation is particularly problematic as I needed this product for an important work presentation scheduled for next week.”

When you include this much detail, you’re helping the company see exactly what your complaint is about so they can fix it properly.

It also shows that you’re being organized and sensible, which might make them respond more positively.

Step 7: Clearly State Your Desired Outcome

After explaining the problem and providing relevant details, it’s important to clearly state what you want to happen as a result of your complaint.

This step is crucial because it:

1. Provides a clear direction for resolving the issue
2. Helps the company understand your expectations
3. Can expedite the resolution process
4. Shows that you’ve thought about a fair solution

Here are some tips for effectively stating your desired outcome:

Be Clear: Make sure to explain exactly what you want the company to do. Are you looking for a refund, a new item, a fix, or something different?

Be Fair: Your request should match the problem you faced. If you ask for too much, they might not take your complaint seriously.

Offer Choices: If it makes sense, suggest a couple of solutions that would work for you. This shows that you’re willing to compromise and gives the company some options.

Set a Deadline: If your issue needs to be fixed quickly, kindly let them know when you’d like it sorted out.

Be Respectful but Strong: It’s good to be polite, but also make it clear that you want the problem resolved in a way that works for you.

Here’s an example of how to state your desired outcome:

“Given the nature of this issue and the inconvenience it has caused, I would appreciate one of the following resolutions:

1. A full refund of the purchase price, including shipping costs, and a prepaid shipping label to return the damaged product.
2. A replacement product sent to me via expedited shipping at no additional cost.

I would greatly appreciate if this matter could be resolved within the next 5 business days, as I have an important presentation on [specific date] for which I needed this product.

I hope we can come to a satisfactory resolution quickly. I have been a loyal customer for many years and would like to continue our business relationship.”

This example clearly states two acceptable outcomes, provides a reasonable timeframe, and ends on a positive note that encourages cooperation.

Remember, the goal is to provide a clear path to resolution that’s fair to both you and the company.

By being specific about what you want, you’re more likely to get a response that addresses your concerns directly.

Step 8: Close Your Email Professionally

The way you end your email is really important, just like how you start it. It’s your last chance to remind the reader of your main ideas, share what you hope will happen next, and make a good impression. A strong closing can help get a quick and positive reply to your concerns.

Here are some key elements to include in your closing:

Restate Your Key Points: Quickly go over the main issue and what you want to happen. This helps to remind everyone of the important stuff and makes sure your main ideas stand out.

Show Trust in a Solution: Let them know you’re confident that the company will take care of your concerns. This positive attitude can lead to a better response.

Share Your Contact Details: Make it simple for the company to get in touch with you. Add your phone number and any other important ways to contact you.

Set Follow-up Expectations: Let them know when you hope to hear back, or say that you’ll check in if you don’t get a reply in a certain amount of time.

Use a Polite Closing: Pick a nice way to end your message, like “Sincerely,” “Best regards,” or “Thank you for your attention to this matter.”

Here’s an example of how to close your complaint email:

“To summarize, I received a damaged XYZ product (Order #12345) and am requesting either a full refund or a replacement sent via expedited shipping. I would appreciate a resolution within the next 5 business days.

I’m confident that [Company Name] will address this issue promptly and fairly, given your reputation for excellent customer service. I look forward to a positive resolution that will allow me to continue being a satisfied customer.

Please feel free to contact me at [your phone number] or via this email address if you need any additional information. If I don’t hear back within 3 business days, I’ll follow up to ensure my complaint has been received and is being addressed.

Thank you for your prompt attention to this matter.

Sincerely,

[Your Full Name]

[Your Contact Information]”

This closing recaps the main issue and desired outcomes, expresses confidence in the company’s ability to resolve the problem, provides contact information, sets clear expectations for follow-up, and ends with a professional sign-off.

Remember, even if you’re frustrated, maintaining a professional tone throughout your email, including the closing, can significantly impact how your complaint is received and handled.

Conclusion

Knowing how to write a good complaint email is super important because it can help you fix problems and get what you want.

If you follow these 8 steps—collecting information, finding the right person to send it to, making a clear subject line, using a polite greeting, explaining the issue clearly, adding important details, saying what you want to happen, and finishing off nicely—you’ll be ready to write complaint emails that really work.

It’s important to remember that a successful complaint email should be clear, to the point, and professional.

Stick to the facts, include the details you need, and always keep a respectful tone, even if you’re upset.

This way, you’re more likely to get a good response and show that you can handle tough situations in a mature way.

These steps are a great starting point, but every situation is different. You can change these tips to fit your own needs.

With some practice, you’ll get better at writing complaint emails that help you reach your goals.

Finally, remember that the person reading your email is probably there to assist you. Having a friendly attitude can really help in solving your problem.

Good luck with your complaint email, and I hope everything works out well for you!