Sometimes you just have to complain! The secret is to do so with such style and grace that your opponent is prompted to act—not out of duress but because you present a compelling case and make it possible for him to remediate the circumstance with dignity and grace.

Just the facts.While the details are fresh in your mind, write down what happened. Include as many details as possible so you don’t have to rely on your memory.

Start easy. Make at least one good-faith attempt to reach a resolution at the customer-service level. Don’t threaten; simply state your case and the resolution you expect. Take notes. Keep a paper trail that includes names of the people you speak with, including their titles and phone numbers.

Be nice. No matter your method of communication, do not make threats or use foul language. Wait until your anger subsides. Stay calm; keep it professional.

Write to the top. If you cannot reasonably resolve the issue, head straight for the top. Find the name and address of the highest level person in the company—the president or CEO. Don’t waste your time working up the ladder. Go to the company’s website or call the corporate office to find the name and mailing address of the president.

State your case. Be very clear on what the problem is, what you have done to attempt a resolution and exactly how you want this resolved.

Use strong language. Words like shocking, appalled, egregious, outraged, and reprehensible get their attention. Use these words if they fairly describe your situation.

Know what you want. What will make you feel better and relieve the bitter taste you have in your mouth for this company? Explain this to the president in clear and precise terms.

Name the date. Give a specific date two to three weeks hence by which you expect this matter to be resolved. Be sure to follow up if that date comes and goes with no response.

Keep it brief. Don’t go on and on for many pages. Get to the point, delete all unnecessary words. Use exclamation marks and other emphases with extreme caution, if at all. Let your choice of words deliver the tone you desire. Try to keep your letter to a single page.

Proofread. Some of us can’t see our own spelling and grammatical errors. Find someone willing to proof your finished letter. There’s nothing like poor grammar and typos to detract, devalue, and dilute your message. Keep working at it until your letter is impeccable. Now the president will take your matter seriously.

Attach documentation. Make copies of the items that support your claim and prove your situation. Do not send original receipts, claim tickets or photos. Keep those originals in a safe place.

Make it easy to respond. Be sure to give the president an easy way to reach you. Give your name, address, phone number, and the best time to reach you.

Be bold. Use bold and CAPS when you type the following in the lower left area of the envelope: FOR IMMEDIATE AND PERSONAL ATTENTION!

Get a signed receipt. You have many options to send your letter. It’s best if you select a method that gives you a signed receipt. Certified U.S. Mail with return receipt (available at any post office) is the cheapest option; FedEx or Express Mail will get greater attention.

Expect results. Corporate heads are not happy when they’re pulled into customer service issues. And rightly so. It’s embarrassing for management to discover their subordinates cannot keep customers happy. Imagine how frustrating that is for the guy at the top.

Say thank you. Assume the best and thank the president in advance for his or her attention and for resolving this matter for you.

Promise to reconsider. The president’s motivation to respond to you is to keep you as a customer, not an enemy who spreads bad reports about the company. State in your letter that this is your desire as well, but only when you receive a positive outcome. Keep copies. In most cases, contacting the top dog will put an end to your troubles. But just in case you have to take this matter further by lodging a complaint with a federal agency, consumer group, or worse—hiring an attorney—you will need evidence of your attempts to resolve the issue. You’ll have a much easier time if you keep careful copies of everything.

Go higher if you must. You can file a complaint with the Federal Trade Commission (FTC) against any company. Go to FTC.gov, click on “For Consumers” and then on “File a Complaint.” Or file a complaint by phone: 877-382-4357.

Your state’s attorney general will likely have a hotline and or toll-free number and page on the state government’s website. Look these up and read the frequently asked questions. You may have the opportunity to make your complaint online if you feel that is appropriate.

Excerpted with permission from 'Live Your Life For Half the Price,' by Mary Hunt.

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