LETTERS OF COMPLAINT

Possible reasons/situations of complaint related

1. delayed delivery

2. undershipment

3. slow operations

4. inadequate invoices

5. incomplete information

6. overshipment

7. bad behaviour

8. breakdown of the IT system

9. delays in money transfer

10. non-payment

11. inadequate advice

12. slow recording of documents

13. inefficiency in manipulating documents

14. overcharging

15. delivery of the wrong goods

Conflicts are very frequent in business.

Partners interested in achieving and defending their interests and goals

When conflicts occur try to solve them amiably

without affecting the basic relationship

without damaging the professional image or position held in the business

environment

keep the costs of the conflict to the minimum

An effective way:

• let our partner know that something wrong happened

• try to find out about the causes of the mistake that have generated our

discontent

• speak or write about them

Making complaints3.a What functions do the following phrases (a -f) express?

a. "We are ready to do that if you can offer us a 2% discount for the remaining shipments."

b. " We are writing with reference to the above-mentioned contract for repair works."

1

c. " We can presume that the contents of the second van were intended for another

customer."

d. " However, we regret to inform you that …"

e. " We are sorry to remind you that, if you do not replace the wrong goods within 10 days

as from the receipt of this letter, we will be obliged to refer to the Penalty Clause

stipulated in our contract."

f. " According to a previous agreement with you, we have placed the merchandise in our

warehouse and we will keep it there until you can collect it."

1. stating the subject; reference to documents (connection with the "subject

line", if expressed)

2. stating the reason of complaint;

3. suggesting possible causes of the problem;

4. stating the action you request your partner to take;

5. mentioning the action taken by you (if any)

6. making suggestions to solve the problem (special requests to compensate

you for the losses suffered; mentioning penalties if the partners may fail to

repair the situation).

2

HITECH LTD.Romanian Division

The Continental HotelStr. Azurului 15, Sector 263451 Bucureşti, România

30 September 2004

Mr. Doru DinescuDirectorROMFAST Bank12 Queen Mary StreetDistrict 3, Bucuresti, Romania

Dear Mr. DinescuContract 215 of 27 March 2004

We are …1…in connection with our… 2… contract for staff payment through card systems …3…between your bank and our…4….

As …5… in the contract, your bank …6… transfer the corresponding …7… to our staff individual …8… before the 9th day of each month. Everything went quite well until June 2004 when our employees …9… about their accounts …10… credited one week after the …11…date.Since this …12… again in July and September, we wonder what has …13…with the relevant department of your bank.

…14…, we have …15… all the records and documents delivery dates for …16…our …17…staff are responsible, but everything has been …18… without …19… delay or mistake.

Since …20… in …21…payment is a very serious matter, we …22… inform you that, if you do not take …23… so as such things be completely…24…, we will be …25… to …26…to the …27…Clause in our contract and even to …28…the contract altogether.

In the hope that the situation will be …29…as soon as possible, we look forward to hearing from you.

Yours …30…Tom BellFinancial Manager

3.b Explaining the problem

Writing letters of complaint a difficult task

explaining the problem a key function in this situation

3

make the reader understand his full responsibility for the negative consequences

deriving from the mistake

the letter should convey the necessary encouragement for immediate action

try to maintain the previous friendly relationship

Striking balance between irritation and politeness

the writer's ability to select adequate language

Polite negative messages:

"we are sorry but we have to remind you that……""Unfortunately,……""we regretfully inform you that……""we regret but we have to draw your attention to ……""we are sorry to inform you that……""we were surprised to find out that……"

ADJUSTMENT LETTERS

1. Match the following meanings of the verbs in italics with the sentences below:

a. regulateb. put in orderc. settling claimsd. in harmonious relations with other personse. change one's way of living, thinking, etc.

1. You have to be grateful to her for helping you to become a well-adjusted young man.2. Please do not adjust your sets! (warning on TV screen)3. Managers have to adjust themselves to new cultural contexts.4. I've checked it myself. Our partner is right. We've delivered less than agreed. We have to

send them an adjustment letter.5. The device adjusts itself to changes in humidity.

An adjustment letter is an attempt to restore the relationship and maintain the company's good reputation. As a result, its tone should be polite and reconciliatory and should help to achieve the following functions:

• confirm receipt of the complaint letter;

• explain the cause(s) of the problem;

• mention action taken so as the problem may not happen again;

• reassure the customer;

• state the steps taken in order to solve the problem;

• if a solution was suggested, give your opinion by accepting it or coming up with a

counterproposal;

• apologise for the trouble caused and end optimistically.

4

-

ROMFAST BANK12 Queen Mary Street

District 3Bucharest

4 Oct.2004Your ref: TB/tg/ Rm 04Our ref: DD/md/ BCC

HIGHTECH Ltd.Romanian DivisionStr. Amurgului 28Sector 4Bucuresti

Dear Mr BellComplaint - Contract 215 of 27 March 2004

We …1… receipt of your letter …2… 30 September 2004, …3… the delay in …4… for your staff as per the …5… contract.

We have looked …6… the matter and found …7… that your …8…is…9…. Due to an …10…breakdown of the IT…11…, the last step of the money …12…procedure …13…not be …14…at the …15… time. Besides, in July, we …16…two persons for money tranfer …17…and it …18…some time until they got …19…with the whole system.

We are …20…very …21…for the …22…created and we …23…you that no …24…will occur from now …25…. We have taken measures that the …26…-hired persons …27…helped by an …28… officer for a period of six months. The …29…of department will increase …30…on this area of activity. Also, in …31… for the situation you have …32… through, we …33… to carry out bank operations for your staff, free of…34…, for a period of three months.

…35…again for the trouble …36…to you, we do hope that this regrettable …37… will not …38… our future…39….

Yours…40…

DDinescuDoru DinescuDirector

5

Clients usually request compensation for the loss incurred: a discount an additional quantity an extension of time for completion etc.

Unjustified complaints

There are situations when their claims should be rejected1. In such a case, the letter should include a paragraph stating clearly that you cannot accept

responsibility for the mistake and, consequently, no compensation will be given. 2. Rejection of complaints should be done in a polite way, no matter how firm the writer's

attitude may be.

4. Choose a suitable paragraph from column B in order to reject complaints in column A:

A B1. the quality of the flour is not the same as that agreed on; the client asks for a 3% reduction in price for the whole quantity

a. We are sorry but we cannot accept your complaint. Our experts have established that you did not observe the maintenance instructions. Therefore, we cannot assume any responsibility.

2. the printers have been installed soon after unpacking but they do not work; the client wants the printers to be replaced

b. Our people have checked the whole lot carefully and found out that the fabric has been damaged during transportation. Consequently, we cannot be kept responsible as the damage occurred in transit.

3. the whole lot of fabric must be replaced as it is stained and torn

c. We have investigated your complaint carefully. Samples of the material have been taken and tested again. They comply fully with the standard agreed on. We regret we cannot accept your complaint and, consequently, no reduction in payment will be made.

4. after three month operation, five of the washing machines bought for the hotel laundry seem to have serious defects; the client claims that the machines be replaced

d. Our experts have looked into the matter and say that the printers have not been installed according to our instructions. Therefore, we can offer you technical assistance to correct the installing defects but we do not accept to replace them.

6