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There can't be too many folks out there that haven't had to write a complaints letter at one stage or the other. It is definitely not something most look forward to doing, but is critical if we are to maintain our rights as consumers.

Whether you are trying to get a refund or replacement for a defective product, remediation for bad service or change unfair policies or laws, the complaints letter can be an extremely useful and persuasive tool if it is written properly.

Each and every consumer has an undisputable right to product and service satisfaction and the complaint letter can play an integral role in maintaining that right.

When writing a complaints letter there are a few things to keep in mind that will ensure you always get the attention of the right people in the right way and in the interests of a speedy and satisfactory resolution to any dispute.

Try and keep in mind that most mistakes are just that – mistakes. The beans were not part of a deep, dark plot against you in particular. Most businesses/service providers want speedy, satisfactory dispute resolution as much as you do as their reputations depend on it.

Try and address the letter to a specific person. If you do not know who to address the complaint to, find out. It is far more effective than a generic "Dear Sir" type letter as it a) gets to the right person first time and b) puts the accountability squarely in his or her lap.

Start the letter on a positive note. Give credit where it is due and kick off by mentioning all the positives about the business before you bring up the complaint. This usually does wonders for the resolution process.

Try and keep the letter brief and absolutely factual. Don't embellish the facts or try to inject claims and problems from years gone by into the process. Keep the complaint honest, simple and to the point and avoid making non related generalisations.

Always try and be as respectful as possible without sacrificing your rights. Avoid aggression like the plague and never use threatening or abusive language. A threatening letter is likely to only add fuel to the fire.

Complaints letters are not only part of your individual consumer rights but serve a critical role in any supply chain in general. They maintain an environment of accountability in the market that benefits all consumers at the end of the day. Keep 'em on their toes!

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Tags: complaint, complaint letter, complaints, consumer, management