how to end a letter of compaint?

cm1179

cm1179

cm1179

Soldato
Joined
30 Sep 2009
Posts
3,626
writing a letter of complaint to b&q regards a cooker they supplied me (not set up for natural gas!)
is it best to end it faithfully, sincerely etc? any last comments i should make?

_________________________________________________________________

On 28/12/09 I purchased a Candy Gas Cooker from your Kidderminster store for £179.00 (15% was discounted at the till making amount payable £152.15). I took the cooker unit back to my house in Stourport, in my Dads car where it stayed until 5th Feb 2010, when I had arranged for a Gas Safe Engineer to fit the cooker.

The Gas Safe Engineer informed me that this cooker was not set up to be installed to a natural gas supply, with no manufactured part supplied to enable this. In short, the gas safe engineer did not have the correct parts to fit this safely and (being Gas Safe) would not attempt another 'off the shelf' part to be fitted to the unit to accept a natural gas supply.

This meant I then had to send the Gas Engineer away ( I am still waiting for a minimum 1 hour invoice @ £27.00 per hour)

I then attended B&Q Kidderminster on Friday evening, (5th February) to see if I had been unlucky and simply did not have the required part in the cooker I purchased. Two of your members of staff were involved and opened up another cooker, only to discover there was no required part in this cooker either, I was advised to bring the cooker back for a refund.

On saturday morning (6th February), I packed the cooker back into its box, took it back to your Kidderminster store (involving my Dads car again). Waited in line at customer services, explained the situation to the member of staff on the till, and then waited while one of your in house plumbers was called to the desk to help me. This plumber was fully aware of the problem with this particular candy oven as it had infact happened last year and he had bought this to Managements attention. I then waited again for the Duty Manager, who explained I should write in with this complaint if I wanted to.

I had been informed on the Friday evening that these cookers would be removed from sale though they were still on sale when i took mine back on the Saturday. I know for a fact you have sold atleast one other of these units as someone else bought one the day before me when I was shopping around. This leaves you and Candy with a problem. If one of these cookers is fitted by someone less 'careful' than My Gas Engineer, (even if they are 'Gas Safe') and there is an explosion, by being aware of the problem (that your Gas Safe member of staff informed me you were) then this will be seen as neglegance.

Working in the construction Industry, I feel I have a duty to inform HSE and the Gas Safe Register of this issue and if I am advised to, the National Press. Should I not hear from yourself satisfactory evidence that you have actioned this yourself within a week, I shall take it upon myself to do this with the assistance of My Gas Safe Engineer ( Registration number is available from Me should you require it).

I would also be interested in hearing what you would be prepared to offer me in the form of compensation for My time and fuel.
 
Make sure apostrophes and capital letters and things are in the right place.
Say at the start that you wish to complain, presumably about the fact that you were sold a cooker that B & Q already knew wasn't complete.
If you use the 'C' word they will treat it as such. If you don't, they may not.
 
I was always told:

sincerely - When you'r addressing the letter to a particular person, ie Mr. Smith
faithfully - When addressing a letter to an unknown, ie Sir/Madam.
 
Apart from a couple of grammatical errors, good letter. I thought the same as Stoofa, sincerely if you address someone by name, faithfully if not.

Also, in the last line where you request compensation, I would specifically ask for what you want. If you ask them to offer you something, you'll get nothing.
 
Well, this is my most recent complaint: http://forums.overclockers.co.uk/showpost.php?p=15868357&postcount=13

Mind you I'm a bit more nicey-nicey instead of threatening action against them.

You have quite a lot of superfluous capitalisation and several spelling mistakes - and it might be worth making it more formal - 'father' instead of 'dad', for example.

As for the ending, 'yours faithfully' is the strictly correct way I imagine - but I prefer my friendly-yet-firm appeal to them, making it clear they'd lose a customer and would have bad opinion spread by my word of mouth.
 
If angry then

Sincerely,

name here

If not so angry and wanting to be a bit more polite then just add a 'Yours' in front of sincerely.
 
Yours faithfully is the correct way to end a letter where you do not know the person as pointed out, also as noted you may wish to check through the letter before submission to remove the extraneous capitalisation and tidy up the grammar.
 
cm1179 said:
I would also be interested in hearing what you would be prepared to offer me in the form of compensation for My time and fuel.
Click to expand...


Bit of insight for you, having previously worked for B&Q your best plan of attack is to ring the store you bought it from, and get passed through to the Showroom admin, or manager. Demand the head office number -Log a complaint at headoffice if it even gets that far. Within 24hrs you will recieve a call from the store, offering .........

Dont hold your breath on compensation they will give you 12p per mile and thats it!
 
"he had bought this to Managements attention"

Should be changed to "he had 'brought' this to the Managements attention"

Everything else looks fine.
 
Quick edit for you:

cm1179 said:
Dear Sir/Madam,

On 28/12/09 I purchased a Candy gas cooker from your Kidderminster store for £179.00 (15% was discounted at the till making amount payable £152.15). I took the cooker unit back to my house in Stourport, in my father's car where it stayed until 5th Feb 2010, when I had arranged for a Gas Safe engineer to fit the cooker.

The engineer informed me that this cooker was not set up to be installed to a natural gas supply, with no manufactured part supplied to enable this. This meant he did not have the correct parts to fit this safely and (being Gas Safe) would not attempt another 'off the shelf' part to be fitted to the unit to accept a natural gas supply.

This meant I had to send the gas engineer away (I am still waiting for a minimum 1 hour invoice @ £27.00 per hour)

I then attended B&Q Kidderminster on Friday evening (5th February) to see if I had been unlucky and simply did not have the required part in the cooker I purchased. Two of your members of staff were involved and opened up another cooker only to discover there was no required part in this cooker either, so I was advised to bring the cooker back for a refund.

On Saturday morning (6th February) I packed the cooker back into its box, took it back to your Kidderminster store (involving my father's car again). I waited in line at customer services, explained the situation to the member of staff on the till, and then waited further while one of your in-house plumbers was called to the desk to help me. This plumber was fully aware of the problem with this particular Candy oven as it had in fact happened last year - and he had brought this to managements attention. I then waited again for the duty manager, who explained I should write in with this complaint if I wanted to.

I had been informed on the Friday evening that these cookers would be removed from sale though they were still on sale when I took mine back on the Saturday. I know for a fact you have sold at least one other of these units as someone else bought one the day before me when I was shopping around. This leaves you and Candy with a problem. If one of these cookers is fitted by someone less 'careful' than my gas engineer, (even if they are 'Gas Safe') and there is an explosion, by being aware of the problem (that your Gas Safe member of staff informed me you were) then this will be seen as negligence.

Working in the construction industry, I feel I have a duty to inform HSE and the Gas Safe Register of this issue and if I am advised to, the national press. Should I not hear satisfactory evidence that you have taken action within a week, I shall take it upon myself to do this with the assistance of my Gas Safe engineer (registration number is available from me should you require it).

I would also be interested to know what you would be prepared to offer me in the form of compensation for my time and fuel.

I look forward to hearing from you,

Yours faithfully,

Mr Name McName
{signature}
Click to expand...

If doing this by email, I'd replace the last bit with 'Regards,' probably.
 
Last edited:
sara said:
Well, this is my most recent complaint: http://forums.overclockers.co.uk/showpost.php?p=15868357&postcount=13

Mind you I'm a bit more nicey-nicey instead of threatening action against them.

You have quite a lot of superfluous capitalisation and several spelling mistakes - and it might be worth making it more formal - 'father' instead of 'dad', for example.

As for the ending, 'yours faithfully' is the strictly correct way I imagine - but I prefer my friendly-yet-firm appeal to them, making it clear they'd lose a customer and would have bad opinion spread by my word of mouth.
Click to expand...

good call on a few things but you have to understand why i'm taking this stance, it's a question of safety being overlooked on their part. they were aware of the issue with these cookers and have obviously not bothered to do anything about it. any gas safe engineer will tell you how dodgy not supplying correct parts to fit a gas appliance is and it wouldn't suprise me if someone has fitted one of these with an 'off the shelf' part, which is very dangerous.
 
cm1179 said:
good call on a few things but you have to understand why i'm taking this stance, it's a question of safety being overlooked on their part. they were aware of the issue with these cookers and have obviously not bothered to do anything about it. any gas safe engineer will tell you how dodgy not supplying correct parts to fit a gas appliance is and it wouldn't suprise me if someone has fitted one of these with an 'off the shelf' part, which is very dangerous.
Click to expand...

Yeah, fair enough really. Bit dodgy!

/me looks up Candy...
 
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