Effective Complaint Letters: Resolve Customer Service Issues

Posted on Aug 8, 2025 in Administration and Management

This document provides examples of effective complaint letters and useful phrases to help you address customer service issues.

Complaint Letter 1: Newtown Sports Centre Experience

Dear Sir/Madam,

I am writing following a recent visit to the Newtown Sports Centre to express my disappointment with the service I received.

Key Issues Encountered:

• Staff Knowledge: Although the staff were generally polite and helpful, they seemed to lack basic sports knowledge. None of them could offer any advice on choosing a tennis racket. I suggest that you send your employees on suitable training courses.
• Unannounced Pool Closure: Another cause for complaint was that the swimming pool was closed. I understand that repairs and maintenance need to be carried out. However, when I called for information the day before my visit, the receptionist did not mention that the pool was closed. If I had known, I would have visited the sports centre at another time.
• Expensive & Limited Lessons: Finally, offering lessons in different sports is a good idea, but in my opinion, they seem to be very expensive. Considering the membership fee, the prices of lessons should be lower, and more sports should be offered. I was disappointed that neither diving nor windsurfing was available.

I hope you will take these points into consideration. I look forward to hearing from you.

Yours faithfully,

Joe Bloggs

Complaint Letter 2: Defective Soccer Cleats Order

Dear Sir or Madam,

I recently ordered a new pair of soccer cleats (item #6542951) from your website on June 21 and received the order on June 26. Unfortunately, when I opened it, I saw that the cleats were used. The cleats were dirty, and there was a small tear in front of the part where the left toe would go. My order number is AF26168156.

Resolution Request:

To resolve the problem, I would like a credit to my account for the amount charged for my cleats. I have already purchased a new pair of cleats at my local sporting goods store, so there is no need to replace the defective cleats.

Thank you for taking the time to read this letter. I have been a satisfied customer of your company for many years, and this is the first time I have encountered a problem. If you need to contact me, you can reach me at (555) 555-5555.

Complaint Letter 3: Stimpson’s Electronics Service

Dear Sir or Madam,

I am writing to express my strong dissatisfaction at the disgraceful treatment I received at the Walford Branch of Stimpson’s Electronics yesterday afternoon.

Details of My Complaint:

• Incorrect Product Received: Firstly, the product I was given was not the model I had asked for. The new X-401 calculator was demonstrated to me by the sales assistant, and I agreed to buy it. However, on unpacking my purchase, I saw that I had been given the smaller X-201 model instead.
• Discrepancy in Value & Features: Furthermore, this calculator was much cheaper than the model I requested and paid for. It did not have many of the features I needed and was much more basic than the one I was shown to begin with.
• Unprofessional Staff Behavior: To make matters worse, I was deeply offended by the behavior of the sales assistant when I went back to the shop to complain. He was not only impolite, but also unhelpful. He refused to contact the manager when I asked to speak to him about the incident.

Required Resolution:

As you can imagine, I am extremely upset. I must insist on a full refund, in addition to a written apology from the local manager, or else I shall be forced to take further action.

I expect to hear from you as soon as possible.

Yours faithfully,

Caroline Adams

Complaint Letter Phrases & Structure

This table provides useful phrases and structural elements for writing effective complaint letters.