HOW TO MAKE COMPLAINTS

CONTENT:

1. Meaning of Complaint
2. Types of Complaints
3. Steps in Lodging a Complaint
4. Writing a Complaint Letter

Meaning of Complaint

A complaint is an objection to something that is unfair, unacceptable or otherwise not up to normal and expected standard. There are two types of complaints namely: Justified complaints and unjustified complaints.

Types of Complaints

There are two types of complaints, namely, justified complaints and unjustified complaints.

Justified Complaints

Justified complaints are reasonable, acceptable and defensible complaints. They are about a legitimate problem that was the result of a company doing something wrong. Some examples include: (i) late delivery (ii) faulty products (iii) poor service quality (iv) mistakes on invoice or statements (v) wrong shipment (vi) missing part (vii) rude employee.

Unjustified Complaints

Unjustified complaints are complaints that are baseless and unreasonable. These complaints come from people who think a company did something wrong but not actually so i.e. the company didn’t do it. This can happen, for example, if the customer doesn’t remember things correctly or if they haven’t held up their part of a contract and didn’t want to admit it.