Complaint Letters
A complaint letter is a letter written by a customer of a service/products commenting on poor service or product.It usually outlines the fault（s)with the service and highlights customer dissatisfaction with the particular service/product. Usually in the letter there would also be a suggested conclusion e.g.refund.
Also,it is clear that a letter is one where you tell the reader that something or some action taken is incorrect or doesn't work as expected and asking for it to be fixed.
Letters of complaint usually include the following stages:Background,Problem, Cause and Effect,Solution,Warning（optional),Closing.
5.1 How to Write a Complaint Letter
Background
This section describes the situation;e.g.I am writing to inform you that the goods we ordered from your company have not been supplied correctly.I attended your exhibition Sound Systems 2014 at the Fortune Hotel（22-25 January)and found it informative and interesting.Unfortunately,my enjoyment of the event was spoiled by a number of organizational problems.I am a shareholder of Sunshine Bank and I am very concerned regarding recent newspaper reports on the financial situation of the bank.Your company is listed as the auditor in the latest annual report of the bank,so I am writing to you to ask for an explanation of the following issues.I am writing to inform you of my dissatisfaction with the food and drinks at the“European Restaurant”on 18 January this year.
Problem
On 6 June 2014 we placed an order with your firm for 12，000 ultra super longlife batteries.The consignment arrived yesterday but contained only 1，200 batteries. Firstly,I had difficulty in registering to attend the event.You set up an on-line registration facility,but I found the facility totally unworkable.
You sent us an invoice for＄10，532,but did not deduct our usual 10%discount. We have found 16 spelling errors and 2 mis-labeled diagrams in the sample book.
Effect
This error puts our firm in a difficult position,as we had to make some emergency purchases to fulfill our commitments to all our customers.This caused us considerable inconvenience.
Even after spending several wasted hours trying to register in this way,the computer would not accept my application.
I am therefore returning the invoice to you for correction.This large number of errors is unacceptable to our customers,and we are therefore unable to sell these books.
Solution
I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.
Could I please ask you to look into these matters?Please send us a corrected invoice for＄9，479.
I enclose a copy of the book with the errors highlighted.Please re-print the book and send it to us by next Friday.
Warning（optional)
Otherwise,we may have to look elsewhere for our supplies.I'm afraid that if these conditions are not met,we may be forced to take legal action.
If the outstanding fees are not paid by Monday,23 June 2014,you will incur a 10%late payment fee.
Closing
I look forward to receiving your explanation of these matters.
I look forward to receiving your payment.
I look forward to hearing from you shortly.
5.2 Example of Complaint Letter
June 13，2014
Attention:Mr.David Choi，
Sales Manager，
Everlong Batteries，
171 Choi Hung Road，
Hung Hom，
Hong Kong.
Dear Mr.Choi，
Re.Order No.768197，
I am writing to inform you that the goods we ordered from your company have not been supplied correctly.On 6 June 2014 we placed an order with your firm for 12，000 ultra super long-life batteries.The consignment arrived yesterday but contained only 1，200 batteries.
This error puts our firm in a difficult position,as we had to make some emergency purchases to fulfill our commitments to all our customers.This caused us considerable inconvenience.
I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.Otherwise,we may have to look elsewhere for our supplies.
I look forward to hearing from you by return.
Yours sincerely，
J.Wong
Purchasing Officer
June 14，2014
The Administrative Officer，
Exhibition Services，
Exhibitions International，
33 Kadoorie Avenue，
Kowloon.
Dear Sir/Madamm，
I attended your exhibition Sound Systems 2014 at the Fortune Hotel from 2-5 June and found it informative and interesting.Unfortunately,my enjoyment of the event was spoiled by a number of organizational problems.I explain each of the problems below.
Firstly,I had difficulty in registering to attend the event.You set up an on-line registration facility,but I found the facility totally unworkable.Even after spending several wasted hours trying to register in this way,the computer would not accept my application.I eventually succeeded in registering by faxing you.
Secondly,the exhibition was held at one of Hong Kong's most prestigious hotels,but frankly the venue was better suited to a medium-sized business conference than to a large exhibition open by registration to the public.The lack of space led to serious overcrowding in the venue, particularly at peak visiting times（i.e.lunch times and early evening).On one or two occasions I was also seriously concerned about the physical safety of attendees.
The final point I want to make concerns product information.It is very enjoyable to see and test a range of excellent sound systems,but it is also important to be able to take away leaflets on interesting products,so that more research can be done before deciding which system to buy. However，by the time I attended the exhibition all the leaflets had been taken.
Could I please ask you to look into these matters—not only on my behalf but also on behalf of other attendees,and in fact on behalf of your company，too.
I look forward to hearing from you.
Yours faithfully，
Michael Leung
Dear Mr.Jackson，
You may remember that we have discussed the noise that your children make while they are practicing their musical instruments.You agreed to make sure that they would stop practicing in the evenings.
You can imagine my surprise,then,when I realized that things had not changed and the situation was continuing as before.I find it difficult to stay in the house and I invent any excuse to go out for the evening to be away from the terrible noise.Much as I like music,I have had enough,and to be honest,I am not prepared to put up with the situation anymore.I think it is high time you realized your responsibilities as a member of the community,and I must warn you that unless you do something about the situation,I will be forced to take legal action.I have sent a copy of this letter to my lawyer.
Yours sincerely，
Lily Wong
Notes
Social Letters 社交信函
intimate friends 知心朋友
unpremeditated and spontaneous compositions 偶然的和自发的作文
colloquial expressions 俗语表达
slovenly 懒散的；不整洁的；马虎的
dashing off 匆忙完成
decipher 解释；译解
a badly written 写得很糟糕
ill-composed and confusing scrawl 结构差和令人困惑的涂鸦
idiom 成语；习语
self-explanatory 不言自明的
stand out from 脱颖而出
hospitality 款待
murmur 低声说；私下抱怨
outings 郊游
delicacy 美味；佳肴
salvage 救助
reciprocate 报答；互换
aftertaste 回味
in my tongue 在我口中；在我舌尖上
confrontational 对抗的；对抗性的
“ring true”with sincerity “环真”与真诚
accommodation and return journey 住宿和返程旅行
intercity transportation 城际交通
waffling 优柔寡断的；模糊不清的
eliminates 消除
temporary shelters erected 建立临时避难所
Outdoor Barbecue Dinner 户外烧烤晚餐
bragging 吹牛；自夸
self-effacing humor 不喜出风头的幽默
to balance ego with humility 自我也需要谦虚来平衡
patronage 惠顾
shareholder 股东；股票持有人
shortfall 亏空；差额；缺少
ultra super long-life batteries 超级长寿命电池
prestigious hotels 豪华酒店
on-line registration facility 在线注册设施
attendees 与会者