Lesson 9
Writing a Complaint
Turn a grievance into a request a complaints handler can act on without phoning you.
A complaint is a request with evidence
Since April, Priya’s energy supplier has billed her on estimates, although she sends her readings through its app every month. She has sent three long, angry emails, each ending “Please sort this out.” Each reply answered something she hadn’t asked: one explained how estimates work, another offered to set up a direct debit.
A complaints handler opening her email has to find three things: what went wrong, what she wants done and what proves it. If they have to dig, they’ll answer whatever they find first. So write a complaint as a case file someone could act on without phoning you.