Originally Posted by
bisonrav
Very important to keep it concise. The agents involved see hundreds of these complaints, I suspect some are dealt with by AI. Give them the information they need to categorize your complaint and issue a suitable remedy, and leave it at that.
I also write these sorts of things as if it was a 7 year old reading it. The person dealing with the complaint might not have English as their first language, so I find it's best phrase things in language that is simple and direct. Make every word count, and if a word doesn't support what you want to express, remove it.
By "direct" I don't mean aggressive or condescending, I mean keep the writing laser focused on the problem and the solution you want. Make it the opposite of what Sir Humphrey Appleby would have written in other words.