Support . Empower . Advocate . Promote

    Advice on writing a complaint letter

Be brief

  • Try to keep your complaint to no more than two pages so that your main points do not get lost in a long letter.
  • If the complaint is complex you can attach a log sheet or diary of events with details.

Be clear and straightforward

  • Use short sentences (aim for 14 -16 words per sentence)
  • Try not to repeat information.
  • Don’t be afraid to say what has upset you, but avoid aggressive or accusing language.

Be constructive

  • Remember that your complaint is an opportunity to improve things.
  • State your concerns firmly but politely.
  • Explain what you would like to achieve as a result of your complaint, for example an apology, an explanation, a service improvement.

Keep original copies all letters

  • Include all those you send and those you receive.
  • File them in date order.

Send photocopies of documents, not originals

  • Make sure you keep the originals in your possession.

Make sure your letter is received by the Trust or Commissioner

  • The best way to do this is by using guaranteed or recorded delivery.
  • You will probably have to pay a small fee, but it is worth it.

Download our guide to Writing a Complaint Letter


Featured case study

Read Francesca's story...