Example Complaint Letters
💡 Six Thinking Hats Structure:
⚪ White Hat: Facts, time, place, what happened
🔴 Red Hat: How you feel, what you think
⚫️ Black Hat: Why it's bad, negative consequences
🟡 Yellow Hat: Why fixing is good, benefits
🔵 Blue Hat: How to fix practically
🟢 Green Hat: Creative solutions
📝 Different Hat Arrangements:
You can mix hats in paragraphs, change order, use some hats multiple times, or skip certain hats depending on the situation!
Example 1: Standard Order - One hat per paragraph in sequence
123 Main Street
Hong Kong
15th March 2024
Customer Service Manager
ABC Electronics Ltd.
456 Business Road
Hong Kong
Subject: Complaint about Defective Laptop
Dear Sir/Madam,
⚪ WHITE HAT (Facts): I am writing to complain about a laptop I purchased from your store on 10th March 2024. The laptop model is XYZ-2024, receipt number #12345. Within 48 hours, the laptop began overheating and the battery lasted only 2 hours instead of the advertised 8 hours.
🔴 RED HAT (Feelings): I am extremely disappointed and frustrated with this purchase. I feel misled by your sales representative's promises and let down by your company's quality standards.
⚫️ BLACK HAT (Problems): This problem has severely disrupted my studies as I rely on my laptop for online classes and assignments. I have missed several important lectures due to the laptop's poor performance, which could affect my academic results.
🟡 YELLOW HAT (Benefits of fixing): Resolving this issue would restore my confidence in your company and allow me to continue my studies without interruption. It would also demonstrate your commitment to customer satisfaction.
🔵 BLUE HAT (Practical solution): I would like to request either a full refund or a replacement with a working model. I expect your response within 7 days.
🟢 GREEN HAT (Creative solutions): Alternatively, you could offer me a free upgrade to a better model, or provide a loan laptop while mine is being repaired. I am open to discussing other solutions that would satisfy both parties.
I look forward to your prompt response.
Yours sincerely,
Chan Ming
Phone: 9876-5432
Email: chanming@email.com
Example 2: Two Hats Mixed - Combining two hats in each paragraph
456 Garden Road
Hong Kong
20th March 2024
Manager
Golden Dragon Restaurant
789 Food Street
Hong Kong
Subject: Complaint about Poor Service
Dear Manager,
⚪🔴 WHITE + RED HAT (Facts + Feelings): I am writing to complain about the poor service I experienced at your restaurant on 18th March 2024. We arrived at 7:30 PM, were told there would be a 15-minute wait, but were not seated until 8:45 PM. The food was cold when it arrived, and our waiter (name tag: "Tony") was unhelpful throughout the meal. As a result, I felt deeply disappointed and frustrated, especially since this was supposed to be a special family celebration for my grandmother's birthday.
⚫️🟡 BLACK + YELLOW HAT (Problems + Benefits): This poor service has damaged my trust in your restaurant and ruined what should have been a memorable family occasion. We had to rush through our meal and left feeling disappointed and frustrated. However, I believe that resolving this issue would restore my confidence in your restaurant and allow me to recommend it to friends and family. It would also show your commitment to customer satisfaction and quality service.
🔵🟢 BLUE + GREEN HAT (Practical + Creative Solutions): I expect a full refund for our meal (total: $580) and a sincere apology. Please contact me within 5 days to resolve this matter. Alternatively, you could offer us a complimentary meal for our next visit, or provide a gift certificate for future dining. I am also open to discussing staff training improvements to prevent similar incidents.
Yours sincerely,
Wong Mei Ling
Phone: 9123-4567
Example 3: Two Body Paragraphs - Each with 3 hats (White+Red+Black, then Yellow+Blue+Green)
789 Education Road
Hong Kong
25th March 2024
Principal
ABC Secondary School
123 School Street
Hong Kong
Subject: Complaint about School Bus Service
Dear Principal,
⚪🔴⚫️ WHITE + RED + BLACK HAT (Facts + Feelings + Problems): I am writing to complain about the unreliable school bus service. The bus (Route #15) has been late 8 times in the past two weeks, with delays ranging from 15 to 45 minutes. As a parent, I am extremely concerned and frustrated by this consistent failure in service. This unreliable service is severely disrupting my daughter's learning and causing her to miss important classes.
🟡🔵🟢 YELLOW + BLUE + GREEN HAT (Benefits + Practical + Creative Solutions): I believe that fixing this issue would improve student attendance and demonstrate the school's commitment to quality education. I request immediate action to ensure punctual bus service, which could include hiring a backup driver or implementing a tracking system. I am also open to discussing alternative solutions such as staggered pickup times or a school shuttle service.
I expect your response within 5 days.
Yours sincerely,
Lee Siu Ming
Phone: 9876-1234
Example 4: Different Hat Combination - Red+White+Yellow (what could have been), then Black+Blue+Green
456 Health Street
Hong Kong
28th March 2024
Manager
City Medical Center
789 Medical Plaza
Hong Kong
Subject: Complaint about Medical Appointment
Dear Manager,
🔴⚪🟡 RED + WHITE + YELLOW HAT (Feelings + Facts + What could have been): I am writing to express my deep disappointment with your medical center's service. I had an appointment scheduled for 2:00 PM on 26th March 2024 with Dr. Chan, but was not seen until 3:30 PM. This should have been a routine, stress-free medical appointment that would have given me peace of mind about my health condition.
⚫️🔵🟢 BLACK + BLUE + GREEN HAT (Problems + Practical + Creative Solutions): This delay caused me to miss an important work meeting and damaged my trust in your medical center. I request a written apology and assurance that future appointments will be kept on time, plus compensation for my lost work time. I would also appreciate implementing a better appointment system with real-time updates to prevent similar issues.
I expect your response within 3 days.
Yours sincerely,
Wong Ka Man
Phone: 9123-7890
Example 5: Balanced Structure - White+Red+Black, then Yellow+Blue+Green with different intro/ending
321 Technology Avenue
Hong Kong
30th March 2024
Customer Service Manager
TechWorld Ltd.
555 Innovation Road
Hong Kong
Subject: Complaint about Online Order
Dear Manager,
⚪🔴⚫️ WHITE + RED + BLACK HAT (Facts + Feelings + Problems): I am writing to complain about my online order #TW-2024-4567, placed on 28th March 2024. The item was supposed to be delivered within 24 hours but has not arrived. I am extremely frustrated with this poor service, which has wasted my time and damaged my trust in your company.
🟡🔵🟢 YELLOW + BLUE + GREEN HAT (Benefits + Practical + Creative Solutions): Resolving this issue would restore my confidence and show your commitment to customer satisfaction. I need immediate resolution of my order and compensation for the inconvenience. I would also appreciate implementing a better customer service system with live chat support to prevent similar issues in the future.
I look forward to your prompt response.
Yours sincerely,
Chan Wai Kit
Phone: 9876-5432
Writing Tasks
Task 1: Restaurant Complaint
You went to a restaurant last week with your family. The food was cold, the service was terrible, and the waiter was rude. You want to complain to the manager.
Use Six Thinking Hats structure:
- ⚪ White Hat: Date, time, specific problems, waiter's name
- 🔴 Red Hat: How you felt about the experience
- ⚫️ Black Hat: Why this was bad for your family
- 🟡 Yellow Hat: Why fixing this would be good
- 🔵 Blue Hat: What you want them to do
- 🟢 Green Hat: Alternative solutions you'd accept
Task 2: Environmental Complaint
There's a construction site near your home that starts work at 6 AM every day, including weekends. The noise is extremely loud and disturbs your sleep and studies.
Use Six Thinking Hats structure:
- ⚪ White Hat: Location, duration, specific times, noise levels
- 🔴 Red Hat: How the noise makes you feel
- ⚫️ Black Hat: Why this is bad for your health and studies
- 🟡 Yellow Hat: Why noise control would benefit everyone
- 🔵 Blue Hat: Specific noise control measures you want
- 🟢 Green Hat: Creative solutions (work hours, sound barriers, etc.)
Task 3: Online Shopping Complaint
You ordered a smartphone online, but received a different model. The company's customer service is not responding to your emails.
Use Six Thinking Hats structure:
- ⚪ White Hat: Order number, date, what you ordered vs received
- 🔴 Red Hat: How you feel about being ignored
- ⚫️ Black Hat: Why this is bad for your trust and needs
- 🟡 Yellow Hat: Why fixing this would restore confidence
- 🔵 Blue Hat: What you want them to do (refund/replacement)
- 🟢 Green Hat: Alternative solutions (upgrade, store credit, etc.)
Task 4: Public Transport Complaint
The MTR train you took yesterday was delayed for 45 minutes due to "technical problems." No announcements were made, and you missed an important job interview.
Use Six Thinking Hats structure:
- ⚪ White Hat: Route, time, delay duration, lack of announcements
- 🔴 Red Hat: How you felt during the delay and missing the interview
- ⚫️ Black Hat: Why this delay was bad for your career
- 🟡 Yellow Hat: Why better communication would help passengers
- 🔵 Blue Hat: What compensation you want
- 🟢 Green Hat: Creative solutions (better announcements, alternative transport)
Task 5: Housing Complaint
Your apartment building has had no hot water for three days. The building management has not responded to your calls, and you've had to shower at a friend's house.
Use Six Thinking Hats structure:
- ⚪ White Hat: Apartment number, duration, attempts to contact
- 🔴 Red Hat: How this inconvenience makes you feel
- ⚫️ Black Hat: Why this is bad for your daily life
- 🟡 Yellow Hat: Why fixing this would improve living conditions
- 🔵 Blue Hat: What you want them to do (immediate repair)
- 🟢 Green Hat: Alternative solutions (temporary facilities, compensation)
Task 6: School Complaint
Your school's canteen has been serving expired food for the past week. Several students have complained of stomach problems, but the school administration has not taken action.
Use Six Thinking Hats structure:
- ⚪ White Hat: Specific incidents, dates, affected students
- 🔴 Red Hat: How you feel about student safety being ignored
- ⚫️ Black Hat: Why this is dangerous for student health
- 🟡 Yellow Hat: Why fixing this would protect students
- 🔵 Blue Hat: What you want them to do (investigation, new supplier)
- 🟢 Green Hat: Creative solutions (student food committee, health inspections)
Task 7: Gym Membership Complaint
You joined a gym three months ago, but the equipment is always broken, the air conditioning doesn't work, and the staff is unhelpful. You want to cancel your membership and get a refund.
Use Six Thinking Hats structure:
- ⚪ White Hat: Membership details, specific problems, dates
- 🔴 Red Hat: How you feel about wasting money and time
- ⚫️ Black Hat: Why this is bad for your fitness goals and finances
- 🟡 Yellow Hat: Why resolving this would restore your trust
- 🔵 Blue Hat: What you want (refund, cancellation)
- 🟢 Green Hat: Alternative solutions (upgrade, personal trainer, different membership)
Task 8: Library Complaint
Your local library is always too noisy, the computers are slow and outdated, and the staff is rude. You need a quiet place to study for your exams.
Use Six Thinking Hats structure:
- ⚪ White Hat: Specific times, noise levels, computer problems
- 🔴 Red Hat: How the noise and poor service makes you feel
- ⚫️ Black Hat: Why this is bad for your studies
- 🟡 Yellow Hat: Why improving the library would help all students
- 🔵 Blue Hat: What you want them to do (quiet zones, better computers)
- 🟢 Green Hat: Creative solutions (study rooms, noise monitoring, staff training)
Task 9: Internet Service Complaint
Your home internet has been extremely slow for two weeks, making it impossible to attend online classes. The internet company's customer service is not responding to your calls.
Use Six Thinking Hats structure:
- ⚪ White Hat: Service plan, speed issues, contact attempts
- 🔴 Red Hat: How you feel about being ignored and missing classes
- ⚫️ Black Hat: Why this is bad for your education and work
- 🟡 Yellow Hat: Why fixing this would restore your confidence
- 🔵 Blue Hat: What you want (immediate repair, compensation)
- 🟢 Green Hat: Alternative solutions (upgrade, mobile hotspot, different provider)
Task 10: Shopping Mall Complaint
You went shopping at a mall last weekend, but the escalators were broken, the air conditioning was not working, and the security guards were rude to customers. You want to complain to the mall management.
Use Six Thinking Hats structure:
- ⚪ White Hat: Date, time, specific problems, mall location
- 🔴 Red Hat: How you felt about the poor shopping experience
- ⚫️ Black Hat: Why this is bad for customers and the mall's reputation
- 🟡 Yellow Hat: Why improving service would attract more customers
- 🔵 Blue Hat: What you want them to do (repair facilities, train staff)
- 🟢 Green Hat: Creative solutions (customer feedback system, maintenance schedule)
Task 11: Bank Service Complaint
You went to your bank to withdraw money, but the ATM was broken, the teller was slow and unhelpful, and you had to wait in line for over an hour. You missed an important appointment because of this delay.
Use Six Thinking Hats structure:
- ⚪ White Hat: Branch location, time, specific problems
- 🔴 Red Hat: How you felt about the poor service and missing your appointment
- ⚫️ Black Hat: Why this is bad for your schedule and trust in the bank
- 🟡 Yellow Hat: Why improving service would benefit all customers
- 🔵 Blue Hat: What you want them to do (apology, compensation)
- 🟢 Green Hat: Creative solutions (online banking, mobile app, better training)
Task 12: Movie Theater Complaint
You went to see a movie with your friends, but the sound was too loud, the screen was blurry, and the seats were broken. The staff refused to help when you complained during the movie.
Use Six Thinking Hats structure:
- ⚪ White Hat: Movie title, showtime, specific technical problems
- 🔴 Red Hat: How you felt about the ruined movie experience
- ⚫️ Black Hat: Why this is bad for your entertainment and money
- 🟡 Yellow Hat: Why fixing this would improve customer satisfaction
- 🔵 Blue Hat: What you want (refund, free tickets, apology)
- 🟢 Green Hat: Creative solutions (equipment upgrade, staff training, customer service)
Task 13: Hotel Stay Complaint
You stayed at a hotel last weekend, but your room was dirty, the air conditioning was broken, and the hotel staff was unhelpful when you asked for help. You want to complain to the hotel manager.
Use Six Thinking Hats structure:
- ⚪ White Hat: Hotel name, room number, check-in date, specific problems
- 🔴 Red Hat: How you felt about the poor accommodation experience
- ⚫️ Black Hat: Why this is bad for your rest and money
- 🟡 Yellow Hat: Why fixing this would improve guest satisfaction
- 🔵 Blue Hat: What you want (refund, room change, apology)
- 🟢 Green Hat: Creative solutions (upgrade, free meals, better housekeeping)
Task 14: Public Swimming Pool Complaint
You went to the public swimming pool yesterday, but the water was dirty, the changing rooms were broken, and the lifeguard was not paying attention. You want to complain to the pool management.
Use Six Thinking Hats structure:
- ⚪ White Hat: Pool location, time, specific safety and hygiene problems
- 🔴 Red Hat: How you felt about the unsafe and unhygienic conditions
- ⚫️ Black Hat: Why this is dangerous for swimmers' health and safety
- 🟡 Yellow Hat: Why improving facilities would protect public health
- 🔵 Blue Hat: What you want them to do (clean water, repair facilities, train staff)
- 🟢 Green Hat: Creative solutions (regular inspections, better maintenance, safety training)
Task 15: Mobile Phone Service Complaint
Your mobile phone service has been very poor for the past month - calls keep dropping, internet is slow, and you can't receive text messages. The customer service is not helpful when you call them.
Use Six Thinking Hats structure:
- ⚪ White Hat: Service provider, plan details, specific technical problems
- 🔴 Red Hat: How you feel about being disconnected and ignored
- ⚫️ Black Hat: Why this is bad for your communication and work
- 🟡 Yellow Hat: Why fixing this would restore reliable communication
- 🔵 Blue Hat: What you want (service repair, compensation, better support)
- 🟢 Green Hat: Creative solutions (plan upgrade, network improvement, better customer service)