How do you write a claim (complaint) letter about defective goods or poor service?

In one line

A claim letter reports a problem with goods or services factually and requests a specific remedy such as replacement, repair or refund.

Explained simply

If you ordered 50 calculators for a college event and 10 arrived broken, you don't just shout at the seller; you write clearly what you ordered, what went wrong, and what you want done, with proof. That is a claim letter.

Technically, a claim letter (complaint letter) is written by a customer to a supplier or service provider. It should be firm but courteous, factual, specific and supported with evidence, because the goal is a fair settlement, not just expressing anger.

How it works

1. Format: complete block; subject with order reference ('Claim for defective printers: Order No. PO/245 dated 2 October 2026').
2. Paragraph 1: identify the transaction: order number, date, items, invoice, delivery date.
3. Paragraph 2: state the problem factually: what is wrong, how many items, when discovered, its effect on you. Attach evidence (inspection report, photos).
4. Paragraph 3: state the remedy you want and a reasonable deadline (replace 10 units within seven days, or issue a credit note).
5. Close: express confidence in a prompt settlement; avoid threats in the first letter.
6. Enclosures: invoice copy, photographs, inspection report.
7. Tone: calm, firm, polite; no insults or sarcasm.

Quick example

Body of a claim letter: 'On 2 October 2026, we ordered 50 laser printers (Order No. PO/245), which were delivered on 12 October, Invoice No. 7781.' / 'On inspection, we found that 10 printers do not power on and two have cracked paper trays. Photographs and our inspection report are enclosed.' / 'We request you to replace the 10 defective printers within seven days and to arrange collection of the faulty units at your cost. We are confident that you will settle this matter promptly.'

Common mistakes

• Writing emotionally ('worst service ever', 'cheaters') instead of stating facts.
• Not specifying the remedy or a deadline, which delays settlement.
• Missing order details or evidence, so the supplier cannot verify the claim.

How MU asks it

A standard letter task: 'Write a claim letter to ... regarding ...' (6 to 8 marks), sometimes paired with an adjustment letter. Marks for format, specific subject with reference, factual account, clear remedy, polite firm tone, and enclosures. Do not invent unrealistic details; use the data given in the question.