Level: Pre-intermediate and above

Brief description:

This lesson helps you practice writing a letter of complaint.

KEY CONCEPT:

A complaint letter should be polite and courteous, but clear and direct.

Look at the sample letter below and answer the questions that follow.

Understanding the model

1. What product or service did the customer buy?

2. What problems did the customer experience?

3. What were the effects of these problems? Did the customer have extra costs because of them? If so, how much?

4. What does the customer want the supplier to do?

Answers

1. The customer bought a package tour of Thailand.

2. The customer’s flight was overbooked; she had to take a taxi to the hotel. The customer’s room had been given to someone else.

3. The customer had to wait 4 hours at the airport, she had to pay $30 for a taxi and $25 extra per night for a different room.

4. The customer wants the supplier to apologise and refund her the extras she paid during the tour.

Analysing the model:

1. Put the contents of the letter in order. Then check below:

a. Problems and their effects

b. Greeting

c. Closing and signature

d. Details of the product or service (including dates)

e. The action you want the supplier to take

f. Addresses and dates

How to write a letter of complaint

1. Addresses and dates (f)

2. Greeting (b)

3. Details of the product or service (d)

4. Problems and their effects (a)

5. The action you want the supplier to take (e)

6. Closing and signature (c)

Look at the sample letter and note the following points:

• Put your address at the top, then the address of the company you are writing to and the date.

• Use a formal greeting to open the letter:

o e.g. ‘Dear Sir or Madam’ and close with ‘Yours faithfully’ or

o e.g. ‘Dear + title (Mr/Mrs/Ms)’ + surname and close with ‘Yours sincerely’

• Use a formal sign off (e.g. I look forward to hearing from you).

• Be clear and specific

• Include relevant details and copies of any documents

• Be formal

• Be polite and courteous

• Be clear about what you want the supplier to do

Writing Practice:

You have just stayed at a hotel. There were some problems. Write a letter to the hotel. Explain:

• When you stayed at the hotel

• What problems you experienced

• What action you want the hotel to take

This material is provided by the Australian Centre for Education and Training (ACET).