Writing a complaint email can be an effective way to express dissatisfaction and seek resolution when a service or product does not meet expectations. Whether you are contacting a company, institution, or service provider, your message should be clear, polite, and focused. A well-written complaint email increases the chances of getting a prompt and helpful response. Here is how to write a complaint email.
- Start with a Clear Subject Line
The subject line should briefly describe the purpose of the email. This helps the recipient understand the nature of your message even before opening it. A clear subject line could be:
- Complaint Regarding Faulty Product
- Service Complaint – Poor Internet Connection
- Billing Issue with My Account
Avoid using vague subject lines like “Hello” or “Problem,” as these may not get attention or may be mistaken for spam.
- Address the Right Person or Department
If possible, address your email to a specific person or department. Use the correct name, job title, or role. If you don’t know the name, a general salutation like Dear Customer Service Team or To Whom It May Concern is acceptable.
- Introduce Yourself and State the Purpose
Start your email by briefly introducing yourself and stating the purpose of your message. Include any relevant customer or account numbers. Be direct and get to the point early.
Example:
My name is Sipho Mokoena, and I’ve been a customer of your company for over a year. I am writing to express my dissatisfaction with the recent service I received on 15 March 2025.
- Describe the Problem Clearly
Explain the issue in a factual and detailed way. Include specific information such as:
- What happened
- When and where it happened
- Names of staff involved (if known)
- Reference numbers, dates, or product codes
Keep your tone polite and avoid emotional or aggressive language, even if you are upset. The goal is to encourage the recipient to help you resolve the issue.
Example:
I ordered a blender from your online store on 10 March. When the item arrived on 14 March, it was damaged and not working. I contacted your customer service line but have not received a response after several follow-ups.
- Explain What You Want
State clearly what outcome you are expecting. Whether it is a refund, replacement, apology, or another form of resolution, be specific.
Example:
I would appreciate a replacement unit or a full refund for the faulty item. I have attached photos as proof of the damage.
- End with a Polite Closing
Close the email with a polite thank you and mention that you are looking forward to a resolution.
Example:
Thank you for your attention to this matter. I hope to receive a response soon and trust that this issue can be resolved quickly.
Sign off with your full name and contact information.
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