Save all purchase-related paperwork in a file.  Include copies of sales receipts, repair orders, warranties, canceled checks, contracts, and any letters to or from the company.  When you have a problem:

•  Contact the business that sold you the item or performed the service.  Calmly and accurately describe the problem and what action you would like taken.

•  Keep a record of your efforts to resolve the problem.  When you write to the company describe the problem, what you have done so far to try to resolve it and what solution you want.  For example, do you want your money back, the product repaired or product exchanged?

   Allow time for the person you contacted to resolve your problem.  Keep notes of the name of the person you spoke with, the date and what was done.  Save copies of all letters to and from the company.  Don’t give up if you are not satisfied.

•  Contact the company headquarters if you have not resolved your problem at the local level.  Many companies have a toll-free 800 number.  Look for it on package labeling, in a directory of 800 telephone numbers (available at your local library), by calling 1-800-555-1212 (toll free) or by referring to the many corporate consumer contacts, beginning on page 29 in the Consumer Resource Handbook.  Address your letter to the consumer affairs office or the company’s president.

Writing a Complaint Letter

Whom to Contact

•  Check the product label or warranty for the name and address of the manufacturer.

•  If you need additional help locating company information, check the reference section of your local library for the following books: Standard & Poor’s Register of Corporations, Directors and Executives; Standard Directory of Advertisers; Trade Names Dictionary; and Dun & Bradstreet Directory.

•  If you have the brand name but cannot find the name of the manufacturer, the Thomas Register or American Manufacturers lists the manufacturers of thousands of products.  Check your local library.

•  Each state has an agency (possibly the corporation commission or secretary of state’s office) that provides addresses for companies incorporated in that state.

•   Remember, do business with a company you will be able to find later.  It might be difficult to find companies in other states or those listing post office boxes as their addresses.  Even if you have an address, it might be only a drop, so be sure you know where the company you are doing business with is located physically.

What to Say

•  Include in your letter your name, address, home or work telephone number and account number, if any.

•  Make your letter brief and to the point.  Include the date and the place you made the purchase, who performed the service, such information about the product as the serial number or model number or warranty terms, what went wrong, with whom you have tried to resolve the problem, and what you want done to correct the problem.

•  Use the sample complaint letter on the following page as a guide.

•  Include copies, not originals, of all documents.

•  Be reasonable, not angry or threatening, in your letter.  Type your letter, if possible, or make sure your handwriting is neat and easy to read.

What To Do Next

•  Keep a copy of your complaint letter as well as all letters to and from the company.

•  You might want to send your complaint letter with a return receipt requested.  This will cost more, but will give you proof that the letter was received and tell you who signed it.

•  If you feel you have given the company enough time to resolve the problem, send a copy of your letter to, or file a consumer complaint with, your local or state consumer protection agency; such specific state agencies as banking, insurance and utilities; or local Better Business Bureau.