In a formal letter making a complaint, you may use a mild tone, for complaints about minor problems, or a stong tone, for complaints about more serious matters, especially when you are extremely upset or annoyed. However, the language you use should never be rude or insulting.
A. In the opening remarks, you should state your complaint, including details of what has happened and where/when the incident took place.
Mild:
I am writing in connection with the terrible behaviour/attitude/rudeness of/lack of attention of
I am writing to complain about the terrible behaviour/attitude/rudeness of/lack of attention of
I am writing to draw your attention to ... which...
Strong:
I wish to bring to your attention a problem which arose due to your staff/inefficiency...,
I am writing to express my strong dissatisfaction at...
I wish to express my dissatisfaction with the product I received from ... on ...
I wish to express my unhappiness with the treatment I received from ... on ...
B. In the main body paragraphs you present each of the specific points you are complaining about. You start a new paragraph for each point and justify these points by giving examples/reasons.
Although you advertise "top quality", I felt that the product I purchased was well below the standard I expected.
C. In the closing remarks, you should explain what you expect to happen (e.g. to be given a refund/replacement/apology/etc)
Mild:
I hope you will replace...
I feel/believe that I am entitled to a replacement/refund...
I hope that this matter can be resolved / dealt with promptly.
Strong:
203 words
I insist on a immediate replacement or I shall be forced to take legal action.
I demand full refund or I shall be forced to take the matter further.
I hope that I will not be forced to take further action.
GRAMMAR & VOCABULARY STRUCTURE IN A LETTER OF COMPLAINT:
Formal style is characterised by the use of:
a. Advanced Vocabulary - instead of "I want my money back." you use: "I demand full refund of the money spent."
b. Formal Linkers/Phrases - Consequently, however, therefore, for this reason, etc.
c. Passive Voice - instead of: " You can contact me..." you use: "I can be contacted..."
d. Polite forms without contractions instead of "I'm writing..." you use: "I am writing"; instead of " I'd like...", you use: "I would be grateful if..."
DO NOT USE phrasal verbs or slangs!
STRUCTURE OF LAYOUT
A letter of complaint, such as most formal letters, is usually sent to people in official position or people you don't know well (e.g. Director of Studies, Personnel Manager, etc). They are written in a formal style with a polite, impersonal tone.
A formal letter should consist of:
a. Greeting - Dear Sir/Madam, when you don't know the person's name; Dear Ms. Green, when you know the person's name.
b. Introduction - in which you write the opening remarks and mention your reason for writing e.g. I am writing in connection with the poor service provided by your delievery restaurant on Saturday, May 23rd.
c. Main Body - in which you write about the subject(s) of the letter in detail (with reasons, examples, etc), starting a new paragraph for each topic.
d. Conclusion - in which you write your closing remarks and propose a solution to the problem at hand. I believe that I am entitled to a refund of the money I spent on your delievery service.
e. Ending/Closure - Yours faithfully, when you do not know the person's name; Yours sincerely, when you know the person's name; + your FULL name Joaninha Jones
Remember your writing should be around 120 to 150 words!
MODEL:
Dear Sir/Madam,
I am writing to express my strong dissatisfaction at the disgraceful treatment I received at the Waldorf branch of Simpson's Electronics yesterday afternoon.
Firstly, the product I was given was not the model I had asked for. The new X-401 calculator was demonstrated to me by the sales assistant, and I agreed to buy it. However, on unpacking my purchase, I saw that I had been given the smaller X-201 model instead.
Furthermore, this calculator was much cheaper than the model I requested and paid for. It did not have many of the features I needed and was much more basic than the one I was shown to begin with.
To make matters worse, I was deeply offended by the behaviour of the sales assistant when I came back to the shop to complain. He was not only impolite, but also unhelpful. He refused to contact the manager when I asked to speak to him about the incident.
As you can imagine, I am extremely upset. I must insist on a full refund, in addition to a written apology from the local manager, or else I shall be forced to take further action. I expect to hear from you as soon as possible.
Yours faithfully,
Claire Attinkson
Claire Attinkson (Mrs.)
YOUR TASK:
You recently ordered something from a mail-order clothing company. You receive a package and the note below. Read it carefully and see the notes you've made yourself. Then write to the company explaining the problem and covering the points in your notes. Write a letter between 100 to 150 words in appropriate style.
