At First Union, we consider complaints a good way of resolving misunderstandings. As such, we encourage our customers of all levels to utilize the tips below to assist in their day- to- day dealings with business or personal affairs. In fact, at the end of the day both parties involved, if dealt with correctly, will have a better understanding of each other.

“We are first human and then creatures of misunderstanding”. There are ways to coexist.

Complaint letters

Writing complaint letters-  Examples of how to write good complaint letters.

At First Union, we take our customers' complaints very seriously. Therefore, we have outlined below a good way for you to construct your complaint letter. Though we will respond to any method you chose to express yourself, assisting you is our priority. Our business customers can also use these methods to resolve their own complaints.

You have the right to be treated fairly, respectfully, objectively and as an important part of our business whether you are making a complaint as a customer or a visitor at any one of our branches or operations,

Here are simple tips, templates and examples for writing good complaint letters. These can also be used in other areas that you want to make a complaint.This approach to complaint letter-writing is effective for private consumers and for business-to-business customers who seek positive outcomes from writing letters of complaint. The principles apply to complaints made through emails and phone calls as well, although letters remain generally the most reliable and effective way to complain, especially for serious complaints.

Effective complaint letters (and any other way of complaining) should be:

1. Concise
2. Authoritative
3. Factual
4. Constructive
5. Friendly

Imagine you are the person receiving customers' letters of complaints. This helps you realise that the person reading your letter is a real human being with feelings, trying to do their job to the best of their abilities. Your letter should encourage them to respond positively and helpfully to the complaint. No matter how mad you feel, aggression and confrontation do not encourage a helpful reaction to complaints.

Good complaint letters with the features below tend to produce better outcomes:

1. Concise letters- can be understood quickly.
2. Authoritative letters- that are well written and professionally presented - have more credibility and are taken more seriously.
3. Factual letters- enable the reader to see immediately the relevant details, dates, requirements, etc. to justify action to resolve the complaint.
4. Constructive letters- with positive statements, suggesting positive actions, encourage action and quicker decisions.
5. Friendly letters - with a considerate, cooperative and complimentary tone are prioritised because the reader responds positively to the writer and wants to help.

These complaint methods are based on cooperation, relationships, constructive problem-solving and are therefore transferable to phone and face-to-face complaints.

What are the tips and secrets of effective complaint letter writing?

Write concise letters

 Structuring the letter is important. Think in terms of the acronym AIDA - attention, interest, desire, action. This is the fundamental process of persuasion. It has been used by the selling profession for fifty years or more. It applies to letters of complaint too, which after all, are letters of persuasion. The complaint letter attempts to persuade the reader to take action.

Structure your letter so that you include a heading, which identifies the issue and name of product, service, person, location, with code or reference number if applicable.

Then state the simple facts, with relevant dates and details.

Next state what you'd like to happen; positive request for the reader to react to.

Include also, (as a sign-off point is usually best), something complimentary about the organization and/or its products, service, or people. For example:

"I've long been a user of your products/services and up until now have always regarded you as an excellent supplier/organization. I have every faith therefore that you will do what you can to rectify this situation."

Even if you are very angry, it's always important to make a positive, complimentary comment. It will make the reader and the organization more inclined to 'want' to help you. More about this below.

If the situation is very complex with a lot of history, it is a good idea to keep the letter itself very short and concise, and then append or attach the details, in whatever format is appropriate (photocopies, written notes, explanation, etc). This enables the reader of the letter to understand the main point of the complaint, and then to process it, without having to read twenty pages of history and detail.

The main point is, do not bury your main points in a long letter about the problem. Make your main points first in a short letter, and attach the details.

Authoritative complaint letters have credibility and carry more weight

An authoritative letter is especially important for serious complaints or one with significant financial implications. What makes a letter authoritative? Professional presentation, good grammar and spelling, firmness and clarity. Using sophisticated words (providing they are used correctly)- the language of a broadsheet newspaper rather than a tabloid- can also help to give your letter a more authoritative impression. What your letter looks like, its presentation, language and tone, can all help to establish your credibility- that you can be trusted and believed, that you know your facts and that you probably have a point.

So think about your letter layout. If writing as a private consumer use a letterhead preferably. Ensure the name and address details of the addressee are correct, include the date, keep it tidy, well-spaced and print your name under your signature.

If you copy the letter to anyone show that this has been done (normally by using the abbreviation 'c.c.' with the names of copy letter recipients and their organizations if appropriate, beneath the signature.) If you attach other pages of details or photocopies, or enclose anything else such as packaging, state so on the letter (normally by using the abbreviation 'enc.' the foot of the page).

When people read letters, rightly or wrongly they form an impression about the writer, which can affect response and attitude. Writing a letter that creates an authoritative impression is therefore helpful.

Complaint letters must include all the facts

In the organization concerned, you need someone at some stage to decide a course of action in response to your letter, that will resolve your complaint. For any complaint of reasonable significance, the solution will normally involve someone committing organizational resources or cost. Where people commit resources or costs there needs to be proper accountability and justification. This is generally because organizations of all sorts are geared to providing a return on investment. Resolving your complaint will involve a cost or 'investment' of some sort, however small, which needs justifying. If there's insufficient justification, the investment needed to solve the problem cannot be committed. So ensure you provide the relevant facts, dates, names, and details, clearly. Make sure you include all the necessary facts that will justify why your complaint should be resolved (according to your suggestion assuming you make one).

But be brief and concise; not chapter and verse. Just the key facts, especially dates and reference numbers.

For example:

"The above loan # 1234 was issued at xyz address on 00/00/00 date and a loan officer disrespected me because my shirt colour was white and he/she liked red.."

Constructive letters and suggestions make complaints easier to resolve

Accentuate the positive wherever possible. This means presenting things in a positive light. Dealing with a whole load of negative statements is not easy for anyone, especially customer service staff, who will be dealing with mostly negative and critical communication all day. Be different by being positive and constructive. State the facts and then suggest what needs to be done to resolve matters. If the situation is complex, suggest that you will be as flexible as you can in helping to arrive at a positive outcome. Say that you'd like to find a way forward, rather than terminate the relationship. If you tell them that you're taking your business elsewhere, and that you're never using them again, etc., then there's little incentive for them to look for a good outcome. If you give a very negative, final, 'unsavable' impression, they'll treat you accordingly. Companies of all sorts work harder for people who stay loyal and are prepared to work through difficulties, rather than jump ship whenever there's a problem. Many suppliers and organizations actually welcome complaints as opportunities to improve (which they should do) - if yours does, or can be persuaded to take this view, it's very well worth sticking with them and helping them to find a solution. So it helps to be seen as a positive and constructive customer rather than a negative, critical one. It helps for your complaint to be seen as an opportunity to improve things, rather than an arena for confrontation and divorce.

Write letters with a friendly and complimentary tone

It may be surprising to some, but threatening people generally does not produce good results.

This applies whether you are writing, phoning or meeting face-to-face.

A friendly complimentary approach encourages the other person to reciprocate - they will want to return your faith, build the relationship, and keep you as a loyal customer or user of their products or services. People like helping nice friendly people. People do not find it easy to help nasty people who attack them.

This is perhaps the most important rule of all when complaining. Be kind to people and they will be kind to you. Ask for their help - it's really so simple - and they will want to help you.

Contrast a friendly complimentary complaint letter with a complaint letter full of anger and negativity: readers of angry, bitter letters are not naturally inclined to want to help - they are more likely to retreat, make excuses, defend, or worse still to respond aggressively or confrontationally. It's human nature.

Also remember that the person reading the letter is just like you - they just want to do a good job, be happy, to get through the day without being upset. What earthly benefit will you get by upsetting them? Be nice to people. Respect their worth and motives. Don't transfer your frustration to them personally - they've not done anything to upset you. They are there to help. The person reading the letter is your best ally - keep them on your side and they will do everything they can to resolve the problem - it's their job.

Try to see things from their point of view. Take the trouble to find out how they work and what the root causes of the problems might be.

This friendly approach is essential as well if you cannot resist the urge to pick up the phone and complain. Remember that the person at the other end is only trying to do their job and that they can only work within the policy that has been issued to them. Don't take it out on them - it's not their fault.

In fact, complaints are best and quickest resolved if you take the view that it's nobody's fault. Attaching blame causes defensiveness - the barriers go up and conflict develops.

Take an objective view - it's happened, for whatever reason; it can't be undone, now let's find out how it can best be resolved. Try to take a cooperative, understanding, objective tone. Not confrontational; instead- you and us looking at the problem from the same side.

If you use phrases like - "I realise that mistakes happen..."; "I'm not blaming anyone...."; "I'm sure this is a rare problem...", your letter (or phone call) will be seen as friendly, non-threatening, and non-confrontational. This relaxes the person at the other end, and makes them more inclined to help you, because you are obviously friendly and reasonable.

The use of humour often works wonders if your letter is to a senior person. Humour dissipates conflict, and immediately attracts attention because it's different. A bit of humour in a complaint letter also creates a friendly, intelligent and cooperative impression. Senior persons dealing with complaints tend to react on a personal level, rather than a procedural level, as with customer services departments. If you brighten someone's day by raising a smile there's a good chance that your letter will be given favourable treatment.

“Create more solution, than problem”

We all stand to gain from open communication. Whether it's used to answer a question, solve a problem or share a success, communication is the key.

While we welcome all positive comments you may have, it is equally important for us to know when you have a problem so that we can resolve it and retain your confidence. At the same time, we use your feedback to continually improve the quality of our products and services we provide to you and other clients.

There are a variety of ways you can express your concerns or provide positive feedback about your experiences with one of the member companies of First Union Financial Group. We encourage you to get in touch with us either in person, email, telephone or fax. See contact below.

Step One

If you are not satisfied with the response you get where the problem originated, ask to speak with the manager, team leader or senior officer present. They will have the authority to solve most problems immediately. The sooner you contact the appropriate parties the sooner they can begin working on a solution.

Step Two

Contact our Customer Care Manager
If your problem is not resolved to your satisfaction with your first contact, we encourage you to escalate your complaint by telephone, mail, fax or e-mail to the appropriate person listed below.

Miss Sophia Blair
13 Barbados Avenue
Kingston 5, Jamaica. W.I.
Tel: 754-4112
Fax: 960-2519

Once we have received your complaint, we will do our best to resolve the issue quickly, typically within three business days. When contacting us, please include a telephone number and an address where mail can be sent to you.

Step Three

Appeal to the Chairman

The Chairman of First Union Financial Group, Mr. Lloyd Campbell, will resolve all problems that you may find in your dealing with any one of the companies within the Group. Please explain in your communication (Letter, Email, Telephone or Fax) why the problem has not been adequately resolved to your satisfaction.

If the issue is not resolved after consulting the Chairman, you are encouraged to write to the Fair Trading Commission or the Jamaica Micro Financing Association.

All parties involved in a dispute will receive a fair and impartial hearing, with all dealings kept in the strictest confidence.

Click here to make suggestions and or comments to
Mr. Lloyd Campbell, Chairman. Email address: lgcunion@hotmail.com. Our Head Office telephone numbers are 754- 4112, 926- 2669, 920- 7344 and our fax number is 960-2519.

Coming soon!!!!

We are currently in the process of establishing fifteen (15) satellite branches of First Union Financial across the island in order to serve our customers that are unable to reach our main offices and may not have access to our online services.

While we are modernizing our operational system (our online services) we will be informing our customers of all changes that may take place during our restructuring period.