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Writing a Complaint Letter
Where to send it
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Check the product label or warranty for the name and address
of the manufacturer. |
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If you need additional help locating company information,
check the reference section of your local library for the following books:
Standard & Poor's Register of Corporations, Directors and Executives;
Standard Directory of Advertisers; Trade Names Dictionary; and Dun &
Bradstreet Directory. |
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If you have the brand, but cannot find the name of the
manufacturer, the Thomas Register of American Manufacturers lists the
manufacturers of thousands of products. Check your local
library. |
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Each state has an agency (possibly the corporation
commission or secretary of state's office) that provides addresses for
companies incorporated in that state. |
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Remember, do business with a company you will be able to
find later. It might be difficult to find companies in other states or those
listing post office boxes as addresses. Even if you have an address, it
might be only a mail drop, so be sure you know where the company you are
doing business with is located physically. |
What to say
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Include in the letter your name, address, home or work
telephone numbers, and account number, if any. |
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Make your letter brief and to the point. Include the date
and place you made the purchase, who performed the service, such information
about the product as the serial or model number or warranty terms, what went
wrong, with whom you have tried to resolve the problem and what you want
done to correct the problem. |
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Use the sample consumer complaint letter on the following
page as a guide. |
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Include copies, not originals, of all documents. |
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Be reasonable, not angry or threatening, in your letter.
Type your letter, if possible, or make sure your handwriting is neat and
easy to read. |
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Keep a copy of all letters to and from the company. |
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You might want to send your complaint letter with a return
receipt requested. This will cost more, but will give you proof that the
letter was received and tell you who signed for it. |
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If you feel you have given the company enough time to
resolve the problem, send a copy of your letter to, or file a consumer
complaint with, your local or state consumer protection agency, such
specific state agencies as banking, insurance and utilities, or local Better
Business Bureau. Their addresses can be found starting on pages 70, 87 and
63, respectively. Include information about what you have done so far to try
to resolve your complaint. If you think a law has been broken, contact your
local or state consumer protection agency right away. |
Sample Complaint Letter
(Your Address)
(Your City, State, ZIP Code)
(Date)
(Name of Contact Person, if available)
(Title, if available)
(Company Name)
(Consumer Complaint Division, if you have no contact person)
(Street Address)
(City, State, ZIP Code)
Dear (Contact Person):
Re: (account number, if applicable)
On (date), I (bought, leased, rented, or had repaired) a (name
of the product with serial or model number or service performed) at
(location, date and other important details of the
transaction).
Unfortunately, your product (or service) has not performed well (or
the service was inadequate) because (state the problem). I am
disappointed because (explain the problem: for example, the product
does not work properly, the service was not performed correctly, I
was billed the wrong amount, something was not disclosed clearly or
was misrepresented, etc.).
To resolve the problem, I would appreciate your (state the
specific action you want - money back, charge card credit,
repair, exchange, etc.). Enclosed are copies (do not send
originals) of my records (include receipts, guarantees,
warranties, canceled checks, contracts, model and serial numbers,
and any other documents).
I look forward to your reply and a resolution to my problem, and
will wait until (set a time limit) before seeking help from a
consumer protection agency or the Better Business Bureau. Please
contact me at the above address or by phone at (home and/or office
numbers with area codes).
Sincerely,
(your name)
Enclosure(s)
cc: (reference to whom you are sending a copy of this letter, if
anyone) |
