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Linda Yeung

In THIS THIRD  instalment of our series on letter writing, we  take a look at complaints.  How should you go about writing a complaint to  the government, a company or a public organisation? Here are some guidelines:

- Identify yourself

- Describe your unhappy experience

- Clearly outline your wish/request

- Express your gratitude

- Include  your name and contact details

EXAMPLE 1

To: Customer Services Officer, ABC Apparel company

Dear Sir/Madam,

I was shopping at your store in Kowloon Bay last Thursday and I was really unhappy about the attitude of one of your staff members. When I asked her whether it was possible to try on a T-shirt, she told me bluntly that no fitting   was  allowed. She said I could exchange the T-shirt later if I did not like it,  but

I could not try it on in the store.  She was very rude and arrogant and I was really upset. Is this the way you treat your customers?

Moreover, I do not understand the logic behind your company's policy.  Customers should be  allowed to try something before purchasing it.  Otherwise they would be wasting valuable time and effort exchanging items that do not  fit. This would also mean more work for your staff.  Your  policy is bad for business and deprives  customers of their right to make the best choice.

Can I ask you to re-consider your policy and make sure your staff are friendly?

Thanks for your attention. Should you want further details please call me at  9011 1111.

Regards,

Selina Leung

June 14, 2005

EXAMPLE 2

Complaints Division, The Consumer Council

Dear Sir/Madam,

I am a Form Four student at CCC Chung Ming School. I am  writing to complain about the sharp rise in  textbook prices. Recently I was looking at biology and physics textbooks for Form Five students  and found that their prices have gone up by almost 20 per cent compared to last year. My cousins bought the same textbooks last year, and there have only been minor changes this year. I think it is unfair that Form Five students  have to pay a higher price for textbooks in the coming academic year.

Could you find out why the publishers have raised the prices so drastically? I  believe the government should introduce regulations  to control  textbook prices.  Thank you for your attention. Should you want to contact me,  my telephone number is 2345 6478 and  my e-mail address is vvvvo@yahoo.com

Regards,

John Luk

June 14, 2005



Letters of complaint