How to Complain and Get Results

Your new washing machine has stopped working after two weeks. Your train was canceled and nobody offered you a refund. The hotel you booked looked nothing like the photos. Whatever the problem, at some point you will need to complain in English, and doing it well can make the difference between getting your money back and getting nothing at all.

The first rule may sound surprising: stay polite. In English-speaking countries, an angry or sarcastic message is more likely to be ignored than one that is calm and clear. This does not mean you have to be weak. The most effective complaints are polite but firm. They explain what went wrong, show that you know your rights and make it obvious what you expect to happen next.

Before you write anything, collect your evidence. Find your receipt or order number, take photos of any damage and write down the dates and times of any phone calls, together with the names of the people you spoke to. It is also worth finding out who you should contact. Many companies have a customer service email address or an online form, and complaints sent to the right department are generally dealt with much more quickly.

Now for the email itself. Start with a clear subject line, such as "Complaint: faulty washing machine, order 48213". Open formally, with "Dear Sir or Madam" or, if you know the name, "Dear Ms. Taylor". In the first paragraph, state the purpose of your message directly: "I am writing to complain about a washing machine which I purchased from your online store on 3 March." Spanish speakers sometimes begin with a long introduction, but in English it is better to get to the point.

In the second paragraph, describe the problem and the facts in the order they happened. Keep it short and avoid exaggerating. Useful phrases include "Unfortunately, the machine stopped working after only two weeks" and "Despite contacting your customer service team on two occasions, I have not yet received a reply." Linkers such as "furthermore", "in addition" and "however" help the reader follow your argument.

The third paragraph is the most important: say exactly what you want. Do you want a refund, a replacement, a repair or compensation? Do not leave the company to guess. Phrases such as "I would therefore be grateful if you could arrange a full refund" are polite, yet impossible to misunderstand. It is also common to give a reasonable deadline: "I look forward to receiving your response within fourteen days."

It helps to know your rights. In the UK, for example, consumer law generally allows you to reject faulty goods and ask for a full refund within thirty days of buying them, and similar protections exist in many other countries. You do not need to quote the law in detail, but a sentence such as "Under consumer law, I believe I am entitled to a refund" shows that you have done your homework.

Finish with "Yours faithfully" if you began with "Dear Sir or Madam", or "Yours sincerely" if you used a name. (This is the British convention; in American English, "Sincerely" is normal in both cases.) Then attach your evidence and keep a copy of everything you send.

Finally, if the deadline passes and nothing happens, do not give up. Send a short follow-up message, and if that fails too, find out whether there is an independent organization, often called an ombudsman, that handles complaints in that industry. Most problems are solved long before this stage, but knowing it exists will give you confidence. Complaining well, after all, is not about shouting the loudest. It is about being clear, calm and impossible to ignore.