If you have a problem with a company or organisation and plan to write a complaints letter, make sure it doesn’t wind up in the bottom of a rubbish heap but rises to the top of the decision-maker’s desk.

A good letter of complaint focuses on the facts and leaves out emotions. It’s succinct and non-threatening. It is also very professional.

But how do you ensure that your complaints letter has all those elements? By following these six simple steps:

• After your bad experience, write down every detail you can think of - the product or service (name, model number, et cetera), date incident occurred, any injuries, amount paid for product/service, who was involved, and where the incident happened.
• Figure out how the company can resolve your problem. Do you want a replacement product? Your money back? Vouchers from the company to be used towards future purchases?
• Write a letter that addresses all of the facts, but keep the tone at a professional level. Above all, do not include any profanity (you’d be surprised how much this happens) or base language. Similarly, leave out threats; they will only make you appear to be a crackpot and not a legitimately unhappy customer or client.
• After you’ve written your note, put it aside for 24 hours. This is critical! You need to distance yourself from the experience and read the letter after you’ve had the opportunity to cool down a bit. One day will not make a difference - the statute of limitations is unlikely to have run out during that timeframe.
• Once the 24 hours has elapsed, re-read your note from the perspective of the business professional who will receive it. Ask yourself whether all the elements are covered - the who, what, when, where, and why of the incident plus any ideas for compensation.
• Send your letter or email with confidence.

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