Why a written complaint works differently
A complaint made in person relies on tone of voice and the other person's reaction. A written complaint has neither, so everything depends on the words: the facts must be complete and the request must be unmistakable.
Writing also creates a record. If the problem continues, the dates and details in your first email are what make a second step possible.
The structure of a complaint
Most effective complaints follow the same order. Each part is usually one or two sentences.
| Part | What to include | Why it matters |
|---|---|---|
| Subject line | The topic and an identifier such as an order number | Lets the right person find it quickly |
| Greeting and identity | Your name and your relationship to them | They need to find your account or contract |
| The facts | What happened, when, in order | Allows them to check without asking you |
| The effect | What the problem means for you | Explains why action is needed |
| The request | One specific action you want | Makes the next step clear |
| Reply date | When you would like an answer | Keeps the matter from drifting |
| Closing | A polite closing and your contact details | Keeps the tone cooperative |
Opening and identifying the matter
Start by making it easy to find your case. For a company, give the order or customer number. For a management company, give the property and room number.
| Japanese | Romaji | Meaning |
|---|---|---|
| 注文番号123456の件でご連絡いたしました。 | Chūmon bangō ichi-ni-san-yon-go-roku no ken de go-renraku itashimashita. | I am writing regarding order number 123456. |
| さくらマンション203号室の田中です。 | Sakura Manshon nimaru-san gōshitsu no Tanaka desu. | This is Tanaka in room 203 of Sakura Mansion. |
| いつもお世話になっております。 | Itsumo o-sewa ni natte orimasu. | Thank you for your continued service. |
| 商品の不具合について | Shōhin no fuguai ni tsuite | Regarding a defect in a product: a subject line |
Stating the facts without blame
Describe what happened as a sequence of facts. Avoid words that assign blame or express anger; the facts carry the weight. Attach photos or documents where they help, and say so.
| Japanese | Romaji | Meaning |
|---|---|---|
| 9月10日に届いた商品が破損しておりました。 | Kugatsu tōka ni todoita shōhin ga hason shite orimashita. | The item delivered on September 10 was damaged. |
| 説明書のとおりに使用しましたが、電源が入りません。 | Setsumeisho no tōri ni shiyō shimashita ga, dengen ga hairimasen. | I used it according to the instructions, but it will not turn on. |
| 先週から、エアコンが動かない状態です。 | Senshū kara, eakon ga ugokanai jōtai desu. | The air conditioner has not been working since last week. |
| 夜11時以降も、上の階からの物音が続いております。 | Yoru jūichi-ji ikō mo, ue no kai kara no monooto ga tsuzuite orimasu. | Noise from the floor above continues even after 11 at night. |
| 写真を添付いたしますので、ご確認ください。 | Shashin o tenpu itashimasu node, go-kakunin kudasai. | I have attached photos; please take a look. |
Making a clear request
The request is the most important sentence. Ask for one concrete action, such as an exchange, a refund, a repair visit or a notice to other residents, and ask for a reply by a specific date.
| Japanese | Romaji | Meaning |
|---|---|---|
| 交換または返金をお願いできますでしょうか。 | Kōkan mata wa henkin o onegai dekimasu deshō ka. | Could you arrange an exchange or a refund? |
| 修理の手配をお願いいたします。 | Shūri no tehai o onegai itashimasu. | Please arrange for a repair. |
| 9月20日までにご回答いただけますと幸いです。 | Kugatsu hatsuka made ni go-kaitō itadakemasu to saiwai desu. | I would be grateful for a reply by September 20. |
| 至急ご対応いただけますよう、お願い申し上げます。 | Shikyū go-taiō itadakemasu yō, onegai mōshiagemasu. | I ask that you deal with this urgently. |
Firm without being rude
If the first message does not produce a response, the second should be shorter and more specific, referring to the first by date. Firmness comes from the reference and the deadline.
| Japanese | Romaji | Meaning |
|---|---|---|
| 誠に恐縮ですが、 | Makoto ni kyōshuku desu ga, | I am very sorry to say this, but |
| 9月5日にご連絡いたしましたが、まだご回答をいただいておりません。 | Kugatsu itsuka ni go-renraku itashimashita ga, mada go-kaitō o itadaite orimasen. | I contacted you on September 5 but have not yet received a reply. |
| 改めてご対応をお願い申し上げます。 | Aratamete go-taiō o onegai mōshiagemasu. | I once again request that you deal with this. |
| 大変困っております。 | Taihen komatte orimasu. | This is causing me considerable difficulty. |
Avoid capital letters, repeated exclamation marks, words such as saiaku meaning the worst, and threats. They make it easier for the reader to treat your message as emotional rather than factual.
When nothing changes
If a company does not resolve the problem, contact its customer centre through a different channel and mention your previous messages. For a rental problem, check your contract for the management company's head office or the owner's contact. For consumer problems with no resolution, local consumer affairs centres give free advice, reachable through the national hotline 188.
Complaints often continue by phone, and the spoken versions of these phrases are worth practising. Unihongo's Return Defective Headphones mission rehearses exactly this kind of conversation, and Handle a Customer Complaint shows the same exchange from the other side of the counter.