Definition: A persuasive letter sent by a customer to a business or agency to identify a problem with a product or service.

Also known as a letter of complaint. Typically, a claim letter opens (and sometimes closes) with a request for adjustment, such as a refund, replacement, or payment for damages. A reply to a claim letter is called anadjustment letter.

Observations and Methods: Main Elements of a Claim Letter "Your claim letter should generally contain the following four elements: (i) A clear explanation of what has gone wrong. Give full information for quick identification of the defective product or faulty service. In the case of a product, details such as the exact date of purchase and arrival, the amount paid, order number, colour, size, model number, make, etc. are helpful in making a re-check by the supplier easier. (ii) A statement of the inconvenience caused or the loss suffered as a result of the mistake or defect. (iii) An appeal to the reader's sense of fair play, honesty, reputation or professional pride with a view to motivating him to take necessary action promptly to rectify the situation. (iv) A statement of what adjustment you would consider fair. To secure a prompt and satisfactory response a claim letter is usually written to the head of the unit or the department responsible for the mistake." (R.C. Sharma and Krishna Mohan, Business Correspondence and Report Writing, 3rd ed. Tata McGraw-Hill, 2002)

"Make your claim accurately and tactfully. Assume in your letter that your claim will be granted and that the other firm will attempt to make a satisfactory adjustment. Avoid threats, accusations, or veiled hints about what you will do if the matter isn't solved promptly.

"If possible, address your claim to a specific person in the company . . .." (L. Sue Baugh, Maridell Fryar, and David A. Thomas,How to Write FirstClass Business Correspondence. McGraw-Hill, 1995)

A Good Complaint Is Like a Well-Made Sandwich "Set aside your blind rage at the ineffectual salesclerk and delayed delivery man and learn to gripe constructively. Your request will be more

appetizing, says [psychologist Guy] Winch, if you build a 'complaint sandwich.' "The first slice of bread is the 'ear opener'--words that keep your target from feeling attacked. We're wired to get defensive when someone complains, but studies have found that starting with a positive point makes the listener more receptive to criticism. "Next get to the meat--the specific problem you're having and the solution you're hoping for. Top off the sandwich with a grateful statement that shows you're a reasonable person who's deserving of help--and likely to stay a loyal customer if satisfied." (Ismat Sarah Mangla, "Secrets to Super Customer Service." Money, December 2011)

Characteristics of a Well-Written Claim Letter (1922) "Anybody can find fault, but few persons can make a claim in clear, unmistakable language even when they have the best of reasons for doing so. A bungling claim letter is likely to be given little consideration. A well written claim letter Should state precisely what is wrong Should make tracing easy by referring to definite dates, invoice numbers, etc. Should state what remedy, or adjustment, is desired Should be addressed to the person, or company, responsible for the damage or omission" (Wallace Edgar Bartholomew and Floyd Hurlbut, The Business Man's English: Spoken and Written. Macmillan, 1922)

Letter of Claim

A letter of claim is a letter that is written to notify someone of incomplete or unsatisfactory work on a specific project. For example, if you hired someone to decorate your office, but they never finished the job or did not complete it to your specifications, you would write them a letter of claim stating you grievances and possible reparations.

Sample letter of claim John T. Tirado 1439 Agriculture Lane Homestead, FL 33030

Dear John, It has come to our attention that you have not completed the interior design job that you were hired for on November 4th, 2009 to the agreed upon specifications. You failed to install the shelving system correctly, and you didnt even start installing the carpet. We are deeply disappointed that you could not hold up your end of the contract we signed. We hope that you can either a) return and finish the job to the specifications laid out in our contract or b) pay out the damages for non completion included in section 7. b) of the contract we signed. Please respond as soon as possible with the action you are going to take to remedy this situation. Sincerely, David Gretta