How to Write a Letter of Complaint

Complaining may not be easy but it is a fact of life. Whether in our personal or professional interactions, complaining can be a difficult yet inevitable experience. The benefits of complaining can be that one can be heard and listened to and an improvement in service or experience can be had. Of course, being able to make oneself heard is key and, far too often, when complaints are made they may not be voiced as well as they could be. In today’s article, we offer guidance on how to write an effective and constructive complaint email or letter.

Letters or emails of complaint can be an effective means to complain. Compared to a phone call or in-person complaint, an email or letter can allow one to structure their grievances in a more positive manner and help express difficult points. What to consider when putting together a letter of complaint? Our bullet points below cover the most important aspects:

• Concentrate on the facts – Keep the summary factual, relevant and as concise as you can;
• Focus on explaining what has happened and the impact. Lots of earlier detail that is not directly relevant to the complaint will cloud your main issue(s);
• Be clear on the issues that have caused you to be dissatisfied and try to list these as bullet points;
• Do provide details such as names and job titles;
• Avoid personal criticisms or making assumptions about why someone in the practice said or did something;
• If you know what you would like the practice to do to resolve the issues, then include this. Do think carefully as we often jump to asking for a refund or a discount when it would be more beneficial to think forward – what can the practice do differently next time?
• Before sending a formal complaint, think about asking to speak with the practice manager. It may be more constructive to do this once you have had a chance to reflect. This may be a very stressful and emotional situation. Escalating a complaint when you are angry, upset or distressed may leave you feeling even more upset and may make the communication for both you and the practice that much harder. Explain to the practice that you are upset and you want some time, but you want to pick up the conversation again a bit later.
• Be realistic with timelines – while it is important for the practice to acknowledge the complaint and to reassure you that they want to work with you to resolve your concerns, it will be better in the long run if the practice have time to review the situation and to find a time where you can have an uninterrupted and focused conversation.
• Ask someone else to read it through to make sure you have been clear and focused.
• If you haven’t received an acknowledgement, see if you can check that your email or letter was received by contacting the practice. Check the best email address to use to make sure it is being seen by the right person.

Creating an email of complaint follows a similar structure to a letter of complaint however, the structure does differ slightly:

• Who you are and details of your animal
• The facts – what happened and when
• Why you are dissatisfied (bullet points are fine and often helpful!)
• What you would like the practice to do next
• How the practice can resolve your complaint
• Your expectations in terms of timings

At the VCMS, we may be able to assist you should you need to raise a complaint. For more information and to speak to our team, contact the VCMS via 0345 040 5834 email enquiries@vetmediation.co.uk