Complaints, Dispute Resolution and Contract Mediation
Step 3. Write a Letter
Address the letter to the Owner, Licensee or Principal of the Business, and clearly state:
- what the product or service is, along with where and when you arranged it
- the problem, and when it first occurred
- what you've done so far to resolve the problem (who you have spoken to by phone, or visits, and what was said)
- your understanding of your rights under the Contract or Agreement
- what you believe needs to be done to put the matter right, and
- a time limit for a response, and perhaps an indication of what action you will take if that time limit is not met.
Keep the letter short; to the point and deal only with the facts of the matter (keep a copy for your records).
In your written correspondence, and especially in any face-to-face or phone conversations remain cool and only deal with the facts of the matter. Don't lose your temper or let your frustration get the best of you. Invariably, a resolution is easier to reach if you remain un-emotive, level-headed and matter-of-fact about the issue.
If the response is not positive, or the matter is still unresolved: