Complaint Letter Template
Raise an issue firmly, professionally and get results.
Tips for your Complaint Letter
- Stick to the facts and stay calm.
- State exactly what resolution you want.
- Give a deadline for a reply.
About this Complaint Letter template
A complaint letter is for when something went wrong and you want it acknowledged and fixed: a service failure, a repeated problem, poor treatment. If the only outcome you want is your money back, the refund request email is the tighter document — that is a transaction, not a grievance. Complaints ask for a remedy: a repair, an apology, a change in how the company operates.
Write it cold. The reader is an agent with a queue and limited authority, deciding whether your case is clear enough to act on or easier to defer — and anger reads as noise that justifies deferring. Give the facts in order: date, reference number, what was promised, what happened, what it cost you. Then state the remedy you want and a date for a reply. One page. Lose the adjectives — “the third failed delivery in two weeks” beats “appalling service”.
Your rights depend on where you live, what you bought and how you paid, and they differ enormously between countries and even between states, so this template assumes none of them. What helps everywhere is a written record. If the company will not resolve it, many markets offer an escalation route — your card issuer, an ombudsman, a regulator — but check what applies to you before citing anything as a right.
Frequently asked questions
Should I stay polite?
Yes — firm and factual gets better outcomes than angry. The person reading it usually did not cause your problem and can choose how hard to work on it.
Do I have a legal right to a remedy?
It depends entirely on your country, what you bought and how you paid. Do not quote a law you have not checked — a wrong citation invites a canned rejection.
How long should I give them to reply?
A named, reasonable window — two weeks is common — so the deadline is yours rather than theirs. Some companies and regulators set their own timescales, so check for a published one.
What if they ignore it?
Escalate in writing and keep every message. Depending on where you are and how you paid, your card issuer, an ombudsman or a regulator may be able to take it further.
Email or letter?
Email is faster and self-documenting. A posted letter carries more weight for serious or formal complaints, and some organisations only log complaints sent to a specific address.