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Official Complaint Letter

Official Complaint Letter Template for Hong Kong

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Key Requirements PROMPT example:

Official Complaint Letter

"I need to draft an Official Complaint Letter to file against TechGlo Electronics Ltd. regarding a defective smartphone purchased on January 15, 2025, which failed within two weeks of purchase, and the company has refused to honor their warranty despite multiple attempts to resolve the issue."

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Document background
The Official Complaint Letter is a crucial document in Hong Kong's legal and business environment, used when formal grievances need to be raised with organizations, government bodies, or businesses. It serves as the first step in officially documenting dissatisfaction with products, services, or conduct, and often precedes any legal proceedings. The letter must comply with Hong Kong's legal requirements and typically includes detailed incident descriptions, supporting evidence, and specific demands for resolution. This document type is particularly important in Hong Kong's highly regulated business environment, where formal documentation is essential for dispute resolution. The Official Complaint Letter can be used by individuals or organizations and must be written in a way that clearly establishes the grounds for complaint while maintaining professional standards and adhering to local business customs.
Suggested Sections

1. Sender's Details: Full name, address, contact information, and any relevant reference numbers

2. Recipient's Details: Name, title, department, organization, and full address of the person/entity to whom the complaint is addressed

3. Date: Current date in formal format

4. Subject Line: Clear, specific subject line indicating the nature of the complaint

5. Opening Statement: Formal introduction stating the purpose of the letter and identifying yourself

6. Incident Details: Specific details of the complaint including dates, times, locations, and relevant reference numbers

7. Impact Statement: Description of how the incident has affected you or your business

8. Previous Communications: Summary of any previous attempts to resolve the issue

9. Requested Resolution: Clear statement of what action or outcome you are seeking

10. Closing Statement: Professional closing with expected timeframe for response and any deadlines

11. Signature Block: Formal signature, printed name, and title if applicable

Optional Sections

1. Legal References: Citations of relevant laws or regulations that support your complaint - include when the complaint involves specific legal violations

2. Witness Information: Details of any witnesses to the incident - include when there are third parties who can verify your complaint

3. Financial Impact: Detailed breakdown of financial losses or damages - include when seeking monetary compensation

4. Timeline of Events: Chronological listing of relevant events - include for complex complaints with multiple incidents

5. Notice of Legal Action: Statement of intent to pursue legal action if resolution isn't reached - include when planning to escalate to legal proceedings

Suggested Schedules

1. Evidence List: Numbered list of all supporting documents attached to the complaint

2. Appendix A - Supporting Documents: Copies of relevant documentation (receipts, contracts, photographs, etc.)

3. Appendix B - Communication Records: Copies of previous correspondence, emails, or records of phone calls

4. Appendix C - Witness Statements: Written statements from witnesses if applicable

5. Appendix D - Financial Records: Documentation of financial losses or expenses related to the complaint

Authors

Alex Denne

Head of Growth (Open Source Law) @ Genie AI | 3 x UCL-Certified in Contract Law & Drafting | 4+ Years Managing 1M+ Legal Documents | Serial Founder & Legal AI Author

Linkedin in social icon imageX social icon image
alex.den.21@genieai.co
Relevant Industries

Retail

Financial Services

Healthcare

Education

Real Estate

Manufacturing

Technology

Telecommunications

Transportation

Hospitality

Professional Services

Public Sector

Insurance

Construction

Utilities

Relevant Teams

Legal

Customer Service

Compliance

Quality Assurance

Public Relations

Operations

Risk Management

Regulatory Affairs

Claims Processing

Corporate Communications

Consumer Affairs

Dispute Resolution

Customer Relations

Administration

Relevant Roles

Legal Counsel

Customer Service Manager

Compliance Officer

Quality Assurance Manager

Consumer Rights Officer

Public Relations Manager

Operations Director

Risk Manager

Customer Experience Director

Regulatory Affairs Specialist

Claims Manager

Business Unit Head

Department Manager

Corporate Communications Director

Customer Relations Executive

Industries
Consumer Council Ordinance (Cap. 216): Establishes the framework for consumer protection and complaint handling procedures in Hong Kong, including the powers and functions of the Consumer Council
Trade Descriptions Ordinance (Cap. 362): Provides protection against false trade descriptions and misleading practices, relevant for complaints involving goods and services
Personal Data (Privacy) Ordinance (Cap. 486): Governs the handling of personal data in complaints and ensures privacy protection when filing official complaints
Limitation Ordinance (Cap. 347): Sets time limits for bringing different types of complaints and legal actions in Hong Kong
Evidence Ordinance (Cap. 8): Governs the rules of evidence that may need to be referenced in the complaint letter to support claims
Control of Exemption Clauses Ordinance (Cap. 71): Relevant for complaints involving contractual disputes and unfair contract terms
Electronic Transactions Ordinance (Cap. 553): Applicable if the complaint involves electronic transactions or is being submitted electronically
Teams

Employer, Employee, Start Date, Job Title, Department, Location, Probationary Period, Notice Period, Salary, Overtime, Vacation Pay, Statutory Holidays, Benefits, Bonus, Expenses, Working Hours, Rest Breaks,  Leaves of Absence, Confidentiality, Intellectual Property, Non-Solicitation, Non-Competition, Code of Conduct, Termination,  Severance Pay, Governing Law, Entire Agreemen

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