13. Complaints

13.1 what is a complaint?

A complaint letter, also known as a claim, advises a business that an error has been made or that a defect(пробел) has been discovered. The objective is to provide detailed information regarding the error or defect and to request some sort of compensation for defective or damaged merchandise or for inadequate or delayed services. While many complaints can be made in person, some circumstances require formal business letters as they also serve as a legal document.

The scope of a complaint letter should include only the relevant facts validating your claim and a request that appropriate corrective steps should be taken. The scope may also detail the options that you are willing to accept in satisfaction of the claim.

13.2 the essential rule in writing complaints

The essential rule in writing a complaint letter is to maintain your poise(равновесие) and diplomacy, no matter how justified your gripe is. Avoid making the recipient an adversary. It is no use writing complaints in an angry, abusive tone. A reference to the previously satisfactory deliveries and the high standingof the partner will in most cases prove more helpful

13.3 what grmmar structures are preferable?

Use the passive and impersonal structures

13.4 what may complaints arise from?

Complaints may be of several kinds, and may arise from delivery of damaged goods, wrong goods, or too few or too many goods. Even if the right articles are supplied in the right quantities, they may arrive later than expected, which will cause problems to the buyer and, correspondingly, to his customers. Then the quality of goods may be unsatisfactory: they may be not according to the sample or description on the basis of which they were ordered, or they may simply be second-rate products.

13.5 what are the parts of complaints? Characterize them.

Introduction: you should identify the reason you are writing for. The introduction to any business letter should be brief—four or five lines at the most. There is no need in stating the compensation which will be requested later on — but you can use the dry and rather abrupt tone to show that you are not happy about something. Avoid leaping into the details of the problem in the first sentence.

Background (explaining the problem)This paragraph provides the first part of the narration of the problem. It essentially tells a story with specific details and dates specifying the nature of the complaint. However, notice that this narration stays strictly factual and does not include the request for compensation or any scolding of the recipient. Provide a fully detailed narration or description of the problem. This is the "evidence."

Suggesting a solutionThis part contains the request for compensation, which is preceded by some justification for that compensation. State exactly what compensation you desire. Don't imply that the recipient deliberately committed the error or that the company has no concern for the customer. Toward the end of the letter, express confidence that the recipient will grant your request.

Closing: move to a conciliatory tone here in this final paragraph. Suggest why it is in the recipient's best interest to grant your request: appeal to the recipient's sense of fairness, desire for continued business, but don't threaten. Find some way to view the problem as an honest mistake. Mention past satisfaction with the company's product and express hope that you can remain a customer. Obviously, this is a positive way of issuing a threat: "If you don't grant my compensation, I'll never do business with you again!" But threats, however justified, just don't work.

Enclosures: any documents which you consider necessary to be enclosed (e.g. receipt).