Important information on planning a complaint letter.

        Taken from "It Pays to Complain" by Ruth Nauss Stingley

          1.    Have a valid gripe

          2.    Save all parts and relevant papers

          3.    Make your letter neat

          4.    Write to the person in charge

          5.    Establish rapport

          6.    Don't write when you're angry

          7.    State the problem succinctly

          8.    Explain the action you'd like taken

          9.    End on a positive note

        10.    Make a copy of your letter

        11.    Don't give up

        12.    If you get results, send a thank you letter