Focus: To make the recipient aware of an error or defect in a received product or service or to request a correction or adjustment for a received service. In other words, to gripe about something you think is wrong.
Points to Include: In the intro paragraph, state clearly the main complaint, followed briefly by any subsequent minor issues. In the main body of the letter back up your complaints with any facts or information you have. You may want to mention any documents you are enclosing as proof (follow the structure guidelines above for “enclosures.”) or people the recipient should contact. Be sure to actually ask for a specific action; don’t assume the recipient will automatically know what you want. In the concluding paragraph reiterate the main points and include a gentle emotional appeal for resolution. Even if you are upset about the issue at hand, it will do no long-term good to spill your anger across the page. Be polite. Be direct.
Benefit: The first benefit is the hope that you can actually resolve the issue. Many times simply communicating with the parties will allow resolution. If that doesn’t work, the second and very important benefit is that you now have a written record of your attempt to resolve the issue. This is where being polite pays off too. If you can show a constant, polite attempt to rectify the situation, you’ll be better positioned legally.
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