Name the service failure
Examples include an unanswered request, conflicting advice, an unreasonable delay or a promised callback that did not happen. Describe what occurred rather than labelling a person.
Show the impact
Explain whether the failure cost time, caused an extra charge, delayed a service or left the original problem unresolved.
Request a realistic correction
Ask for the information, refund, fee reversal, callback or process review that would address the problem.
Recognise a good recovery
If the business fixes the issue, record the outcome. A fair complaint can acknowledge both the failure and the recovery.