Letters
of complaint are normally
written in a formal style. A formal letter of complaint is written to complain about a
problem which has arisen (e.g. faulty merchandise, rude staff, inaccurate
information, etc). It should explain the reasons for the complaint,
and usually includes a suggestion/ request/ demand concerning what should be done (e.g. refund,
compensation, etc).
Mild or strong language can be used
depending on the feelings of the writer or the seriousness of the complaint, but
abusive language must never be used.
e.g. Mild Complaint:
I am writing to complain about
a damaged videotape I bought at your shop.
I hope you will deal with this
matter/resolve this matter quickly.
Strong Complaint:
I am
writing to express my disgust at the appalling treatment I received while
staying at your hotel.
I insist upon full compensation or I
will be forced to take this matter further.
Organization of paragraphs
Introduction: paragraph 1 - reason(s) for writing
Main Body: paragraphs
2, (3) or (4) - complaint(s)
and justification
Conclusion: final
paragraph - closing remarks
- suggested action to be taken
Complaints and justification can be linked together as
follows:
I still haven't received the
goods I ordered in spite of/despite
the fact that I sent you a cheque three weeks ago.
Although/Even though I have only used the automatic
tin-opener once, it no longer works. I have written to you twice but you have
not taken any action.
I have already written to you twice.
Nevertheless, /However, you have not
taken any action.
When you want to introduce another complaint in a
letter, you can begin the sentence with one of the following linking words or
phrases: firstly, what is more,
in addition, furthermore, moreover, not only, etc.
Useful Language for Letters of Complaint
Opening Remarks:
(Mild)
-I am writing to complain about/ regarding/on
account of/because of/on the subject of...
-I am writing to draw your attention
to ...
-I am writing to you in connection
with ... etc.
(Strong)
-I was appalled at…
-I want to express my strong dissatisfaction
with….
-I feel I must protest/complain
about…, etc.
Closing Remarks:
(Mild)
-I hope/assume you will replace…
-I trust the situation will improve.
-I hope the matter will be resolved.
-I hope we can sort this matter out
amicably. etc.
-I trust
this matter will receive immediate attention. etc
(Strong)
-I insist you replace the item at
once.
-I demand a full refund.
-I hope that I will not be forced to
take further action.
Example letter
Dear Sir/Madam
I am writing to complain about the service I received during a
visit to your restaurant on December
12th.
Firstly, I had booked a table for my wife and myself for 8:30, but it was
nine before we were seated.
Then, in spite of the fact that I had repeated our order to check
that the waiter
had heard me correctly he proceeded
to bring us the wrong starters.
Moreover, the chocolate gateau we were served for dessert
was quite stale. As a result of all
this my wife and I will not be dining in your restaurant again.
We trust this matter will receive
immediate attention.
Yours faithfully,
Larry Dunman
