Please help with complaint letter??

developmentarrested

Hello all.

Please let me say that I know I'm a bit of a fraud to post here, amongst people concerned about losing their jobs, paying utilities bills, buying food, etc. I will be unemployed from July when my employment contract runs out so I guess I'll be finding out how grim that is soon!

I came to ask if anyone could help me write a letter of complaint. To try to be brief, just after Xmas I slipped on the terrace at a hotel and broke my ankle. I have been signed off work for 6 weeks, and although, as a teacher, I get statutory sick pay, because I am newly-qualified, this doesn't cover the full length of my absence so this accident HAS caused me to lose money. Not to mention the pain and inconvenience! In addition, my boss has not hidden from me his annoyance at my missing work for 6 weeks and I am worried that he will not be as kind as he could be when it comes to writing my reference (although I realise this is a separate issue and one I will be going to my union for advice on).

So, initially, I decided to make a personal injury claim against the hotel. The terrace was poorly lit and in the dark, the random square of grass I slipped on wasn't visible. But what really annoyed me was that as I lay there, covered in mud and literally whimpering in pain, a member of staff (in uniform) stood about 10 feet away and walked off in the other direction as I hauled myself up and onto my broken ankle and tried to walk. However, as I've calmed down, I've decided I don't want to make a compo claim. This hotel is very dear to me: my family have been going there for years - for everything from weddings to wakes... really happy times and dismally sad times - and I really love this hotel. And I think too many people sue! I mean, night-time is dark; if you go out at night, you accept this risk......... Etc. But I'm pretty peeved about whoever that staff member was who didn't help me!

So I have decided to just write a letter of complaint to the manager, setting out how often my family visit etc., what happened to me, how inconvenient the broken ankle has been (enclosing a copy of the doctor's letter signing me off work), and reporting this anonymous, unhelpful member of staff. Basically, I'm hoping to get a voucher for a free dinner or something. WELL, I think it's the least I deserve! I don't feel bad about that.

I don't know anything about this kind of thing... The only thing I know about is being a primary teacher (and sometimes I feel like I don't know much about that, either!!). I have no idea about consumer stuff or how to write a really effective complaint letter. I'd be really, really grateful if anyone would be kind enough to give me a hand, some pointers....

Thank you very much in advance, with fingers crossed! Lily x

lincroft1710

As you're a primary school teacher, have a go yourself at composing the letter (max time allowed 1 hr), post it on here and we'll have a look, give you marks out of 10 and tell you where you went wrong.

Tip - most of what you need to write in the letter is already in your post.

Equaliser123

No. You need specialist advice.

Suggest you see a solicitor on a conditional fee arrangement (no-win, no-fee).

Writing your own letter will not be easy as there are 'pre-action protocols' which will need to be complied with.

hcb42

I would imagine the hotelier would be loathe to give away freebies, as this could be construed as being liable for the injury, which could have repercussions later on.

I think you either have to go down the legal route, or if you really dont want to , then chalk it up to experience.

lincroft1710

But the OP doesn't want to sue hotel for their injuries,

However, as I've calmed down, I've decided I don't want to make a compo claim.

just after an acknowledgement that a member of staff was less than helpful following the incident.

BlueAngelCV

Just keep things basic and factual. Briefly set out what happened, what you think the problems were (ie lack of lighting, attitude of staff) and what injuries/losses you suffered as a result. You could also set out what you are hoping to achieve by writing the letter (ie do you want them to install lighting) etc & point out that you do not wish to bring a formal claim but that you consider that a voucher etc would be an appropriate gesture.

However, if you really consider that they were at fault are you sure you don't want to make a claim?

Equaliser123

lincroft1710 wrote: »

But the OP doesn't want to sue hotel for their injuries,

However, as I've calmed down, I've decided I don't want to make a compo claim.

just after an acknowledgement that a member of staff was less than helpful following the incident.

But does that really help?

If what OP has said is correct, there is a perfectly legitimate claim to be made.

This is a "Rights" board. I think it is important that the OP is reminded of them.

sharpy2010

If the OP wants a free dinner, then that is what the OP wants, so respect that.

And, to be honest, if the hotel know that the options are 1) a free dinner or 2) be sued for lots of compensation, then I can say they will definitely choose the free dinner.

Each party wins.

Op, I hope you've recovered fully now!

Equaliser123

sharpy2010 wrote: »

If the OP wants a free dinner, then that is what the OP wants, so respect that.

And, to be honest, if the hotel know that the options are 1) a free dinner or 2) be sued for lots of compensation, then I can say they will definitely choose the free dinner.

Each party wins.

Op, I hope you've recovered fully now!

Given that the OP hasn't been back since, I don't think we know what he/she wants. It is, however, important to state the rights that are available.

Oh, and the hotel wouldn't suffer by being sued. They would have PL insurance.

lincroft1710

The OP is perfectly aware that they can sue

So, initially, I decided to make a personal injury claim against the hotel.

However for the reasons stated (or others unstated?), they don't want to.

developmentarrested

lincroft1710 wrote: »

The OP is perfectly aware that they can sue

So, initially, I decided to make a personal injury claim against the hotel.

However for the reasons stated (or others unstated?), they don't want to.

Hello, all. Thanks very much indeed for the replies.

No, as Lincroft says, I don't want to sue. Like I've said, the hotel is dear to me. I'm aware I could sue but I don't want to! I know they have insurance, I know it doesn't cost them anything, I just don't want to!!! Thank you, Lincroft, for listening!

ANYWAY, thank you everybody who offered guidance with the letter. BlueAngelCV, your post was very helpful and I will follow the structure you suggest. I wanted to know whether I should tell them what I think they should offer me - i.e. that a freebie dinner or something would restore my loyal customer status; and also whether I should make it clear that I have no desire to sue them. Like, I don't know whether I should offer to sign a disclaimer or something? Even if they tell me to jeb off, I won't then ring up some no-win, no-fee firm. I don't want to!

As well as a copy of my sick note, I am going to send a copy of this month's wage slip, showing that my absence from work due to injury has caused me to lose pay. I can also refer them to their own accident book, so I think that's good that it's all logged. Although obviously at that time, I didn't realise it was fractured and going to land me in 6 weeks off work.

Equaliser123 wrote:

Given that the OP hasn't been back since, I don't think we know what he/she wants.

I said what I want!