COMPLAINTS
Meaning of complaint
Complaints can be defined as statements of unhappiness or problems with a product, service, or experience, asking for a solution.
JUSTIFIED AND UNJUSTIFIED COMPLAINTS
Justified complaints can be defined as valid expressions of dissatisfaction based on reasonable grounds, such as unmet expectations, poor quality, or unfair treatment.
Example : A consumer buys a product advertised as "waterproof," but it fails when exposed to water.
Example 2: A customer finds an incorrect charge on their bill for services they did not receive.
Unjustified complaints can be defined as expressions of unhappiness that do not have acceptable
reasons or are based on misunderstandings or unreasonable expectations.
Example : A buyer complains that a newly purchased car did not come
with the latest features offered in a newer model.
Example 2: A traveler complains about a delayed flight due to bad weather,
which is beyond the airline's control.
STEPS IN LODGING COMPLAINTS
-
Know what the issue is.
-
Look at the company’s rules for complaints.
-
Collect documents like receipts or photos.
-
Reach out to the company and explain your complaint.
-
Clearly say what the problem is and stay calm.
-
State what you want the company to do.
-
If you don’t hear back, check on your complaint.
-
If not resolved, go to a higher authority or a consumer protection agency.
WRITING A COMPLAINTS
Steps for Writing a Complaint
-
Include your name, address, phone number, and email.
-
Write the date at the top of the letter.
-
Include the company’s name and address.
-
Write a clear subject line (e.g., "Complaint Regarding Defective Product").
-
Describe the issue briefly and clearly. Include details like the date of purchase and the product/service involved.
-
Mention any evidence you have (receipts, photos).
-
Clearly state what you want the company to do (refund, replacement, etc.).
-
Use polite language, even if you are upset.
-
End with your name and, if sending a physical letter, your signature.
Example
[Your Name]
[Your Address]
[City, State, Zip Code]
[Email Address]
[Phone Number]
[Date]
[Company Name]
[Company Address]
[City, State, Zip Code]
Subject: Complaint Regarding [Product/Service]
I am writing to express my dissatisfaction with [briefly describe the product/service, e.g., "the generator I purchased on [date]."].
Unfortunately, it [describe the issue, e.g., "does not start despite following all instructions."]. I have attached a copy of the receipt and any relevant photos for your reference.
I would appreciate it if you could [state your expectation, e.g., "provide a replacement or refund for the product."]
Thank you for your attention to this matter. I look forward to your prompt response.
Sincerely,
[Your Name]
