Email Writing Guide

How to Write a Complaint Email

Explain a problem calmly and state the resolution you want.

The essential idea

An effective complaint is calm, factual, and solution-focused. It gives the organisation enough evidence to investigate and states the outcome you consider reasonable.

Strong language rarely strengthens a complaint. A clear timeline, reference number, description, and requested resolution are more persuasive.

What makes it effective?

Document facts

Include dates, references, product details, and previous contact.

Describe impact

Explain the practical consequence without exaggeration.

Request a solution

Ask for a refund, replacement, repair, correction, or explanation.

Stay professional

Criticise the service or outcome, not an individual.

A step-by-step method

    1

    Use a searchable subject

    Include ‘Complaint’ and the booking, account, or order reference.

    2

    Summarise the problem

    State what you expected and what went wrong.

    3

    Present the timeline

    List key dates and earlier attempts to resolve it.

    4

    Attach evidence

    Mention receipts, photographs, screenshots, or messages.

    5

    State the resolution

    Ask for a reasonable remedy and response timeframe.

Worked email example

Situation: A customer received a damaged desk and wants a replacement.

Subject: Complaint: damaged desk, order 78421

Dear Customer Service Team,

I’m writing about desk order 78421, delivered on 3 October. When I opened the package, I found that the desktop was cracked along one corner.

I reported the damage through your online form that day and have attached photographs and the delivery label. The desk cannot be assembled safely.

Please arrange a replacement desktop and collection of the damaged part. I would appreciate confirmation within five working days.

I look forward to your response.

Yours faithfully,

Hannah Cole

Why this email works

  • The order is identifiable.
  • The timeline and evidence support the claim.
  • The impact is specific.
  • The remedy and timeframe are reasonable.

Useful phrases

Introduce

  • I’m writing to complain about…
  • I’m writing regarding a problem with…
  • Unfortunately, the service did not match…

Give evidence

  • I have attached photographs showing…
  • My order reference is…
  • I first reported this on…

Request a remedy

  • I would like to request a full refund.
  • Please arrange a replacement.
  • I would appreciate a response within…

Common mistakes to avoid

Improve this wording

Avoid: Your company is terrible.

Use: The item arrived damaged and cannot be used safely.

Specific facts can be investigated.

Improve this wording

Avoid: Fix this immediately.

Use: Please confirm arrangements within five working days.

Request an action and timeframe.

Improve this wording

Avoid: A long emotional history

Use: A chronological summary

A clear record reaches the right team faster.

Before you send

  • The subject line describes the topic or action.
  • The purpose is clear in the opening lines.
  • The tone suits the reader and situation.
  • Names, dates, links, and attachments are correct.
  • Facts and evidence are accurate.
  • The requested solution and timeframe are reasonable.

Continue building your practical email skills.

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