How to Write a Complaint Letter: Structure and Sample

Faulty goods, poor service, a wrong invoice: a well-structured complaint letter often achieves more than the tenth hotline queue. What counts are facts, a concrete demand and a deadline.

Why a letter works

A written letter is documented, reaches the responsible department and can be proven later. By setting deadlines and asserting your rights you lay the groundwork for next steps — such as withdrawal from the contract, a price reduction or arbitration.

Structure of a complaint letter

Subject: what it's about, with order, customer or invoice number.
Facts: what you bought or booked when, and what happened. Facts only, with dates.
Demand: repair, replacement, credit or refund — specific, with an amount.
Deadline: usually 14 days, with a date instead of "immediately".
Enclosures: copies of the invoice, photos, correspondence — never originals.

Person writing a complaint letter next to a damaged parcel, a receipt and photos of the damage — Collect evidence first: invoice, photos of the defect and earlier emails make the complaint easy to follow.

Your rights with defective goods

When buying from a trader you have a two-year statutory warranty (§ 438 BGB). First you request cure, i.e. repair or replacement (§ 439 BGB). If the defect appears within one year of delivery, for consumer purchases it is presumed to have existed at delivery (§ 477 BGB).

Sample: key sentences

Dear Sir or Madam,

On 3 September I bought device X from you (order number 12345). Since 20 September it switches off after a few minutes. Photos and invoice are enclosed.

I request that you repair or replace the device by 30 October. If no solution is offered by then, I reserve the right to take further steps.

Templates to fill in: complaint to a company, delivery delay complaint, lost package complaint and hotel complaint.

If there's no reply

Escalation steps: email, letter with deadline, registered letter and arbitration body — First in writing with a deadline, then provably by registered mail — only then arbitration, consumer advice centre or a lawyer.

Reminder with a further deadline: a short second letter, 7 to 10 days.
Registered mail: proves the letter was delivered.
Arbitration: the federal Universalschlichtungsstelle handles many consumer disputes; sectors such as energy, transport and insurance have their own bodies.
Advice: consumer advice centres (Verbraucherzentralen) review your case for a small fee.

Tone and style

Stay factual — no insults, no threats without basis. A polite but firm letter is more likely to be passed on internally. Write it in the letter editor and have it printed and posted. This overview is not legal advice.