What this pack is for

This pack suits complaints where there is a clearer history, more background to explain or a stronger need to show the sequence of events properly.

It is a good choice where the customer wants to be thorough without sounding over-formal or overly legal.

How to use it effectively

Begin by gathering the key facts, dates, contacts and supporting evidence before you start drafting.

Use the standard complaint form to organise your thinking. This helps ensure the complaint is balanced, coherent and easier for the reader to follow.

Be specific about the impact and the resolution you are seeking. A complaint is usually stronger when the requested outcome is realistic and clearly stated.

The cover letter should act as a concise front page to the complaint, not a repeat of every detail already contained in the form.

What to do next

Read through the finished complaint as though you were receiving it for the first time. Make sure the story is easy to follow and that the request for resolution is clear.

Submit the complaint in line with the organisation’s stated process and keep a complete copy for your records.