How to Write a Complaint Letter or Email in English (With Sample)

A late delivery, a broken product, a wrong bill or poor service: at some point, everyone needs to make a complaint. Writing a complaint in English can feel stressful, especially if you want to sound firm without being rude. A well-written complaint gets faster, better results than an angry one.

In this guide, you will learn the structure of an effective complaint letter or email, polite but firm phrases, a complete sample and the mistakes to avoid.

The Goal of a Complaint Letter

Your goal is not to express anger. It is to get the problem solved. A good complaint is clear, factual, polite and specific about what you want.

Complaint Letter Structure

1. Subject line

Include the key information: "Complaint about damaged order #48213" or "Incorrect charge on invoice 2026-114".

2. Greeting

Use a name if you know it ("Dear Ms. Clarke,"). Otherwise use "Dear Customer Service Team,".

3. State the problem

Explain clearly what happened, when and where.

4. Give supporting details

Include order numbers, dates, receipts, photos and any previous contact.

5. Request a solution

Say exactly what you want: a refund, replacement, repair or apology, and when.

6. Polite closing

Thank the reader and give your contact details.

Useful Phrases

Opening

• "I am writing to complain about..."

• "I am writing to express my dissatisfaction with..."

Explaining the problem

• "Unfortunately, the product arrived damaged."

• "I was charged twice for the same order."

• "Despite my previous email on 3 October, the issue has not been resolved."

Requesting action

• "I would be grateful if you could arrange a full refund."

• "Please send a replacement as soon as possible."

• "I look forward to your response within seven days."

Closing

• "Thank you for your attention to this matter."

• "I hope we can resolve this quickly."

Sample Complaint Email

Subject: Complaint about damaged order #48213

Dear Customer Service Team,

I am writing to complain about my recent order (#48213), which was delivered on 14 October. When I opened the package, I found that the coffee machine was cracked and could not be used. I have attached photos of the damage and the delivery receipt.

I contacted your support chat on 15 October, but I have not yet received a solution.

I would be grateful if you could send a replacement or issue a full refund. I look forward to your response within seven days.

Thank you for your help.

Kind regards,
James Walker
+44 7XXX XXXXXX

Tone: Firm but Polite

• ❌ "Your service is terrible and you should be ashamed."

• ✅ "I am disappointed with the service I received."

• ❌ "Give me my money back NOW!"

• ✅ "I would like a full refund, please."

Polite language is more likely to get a quick, positive response.

Common Mistakes

• Being emotional or rude

• Not including order numbers or dates

• Not saying what you want

• Writing a very long message

• Forgetting attachments such as receipts or photos

For other workplace writing, see our professional email templates, and check your writing with our guide to English punctuation rules.

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Frequently Asked Questions

How do I start a complaint letter in English?

Use "I am writing to complain about..." followed by a clear description of the problem.

Should a complaint be formal?

Yes, use polite, formal language, especially when writing to a company.

How long should a complaint email be?

Usually 100–200 words is enough to explain the problem and request a solution.

What should I do if there is no reply?

Send a short follow-up email referring to your first message, and consider contacting the company by phone.