Writing a letter of complaint

DISCUSS THE TOPIC

Aim : Introduce the topic
Activity one : Have you ever bought something from a shop only to find it damaged, when you got home? If so, what did
you do?
Circle the letter of the right answer.
a) You put it aside and bought a new one b) You returned it to the shop and demanded a full refund
c) You returned it to get another one

Activity two : Would you ever buy something from a mail order catalogue(via the internet) or over the phone if that were
available in your country? Why?

Activity three : What can you buy via the internet catalogues or over the phone?

Activity four : Then how should you complain if something were wrong with a product you bought over the phone or via the
net ?

SAMPLE WRITING OF A LETTER OF COMPLAINT Aim: to manipulate a sample of a letter of complaint

Read the rubric and the sample letter below.

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Jane Watson ordered an exercise machine she had
seen in an advertisement in a newspaper.
However, she is not satisfied with what she has
received. Read carefully the advertisement and the
notes she has made. Underline the sentences in
the letter which expand on the notes Jane has
made.

took 6 week

Dear Sir/Madam,
I am writing to complain about an exercise machine I ordered from your company last month. Unfortunately, what I received is
completely different to what I expected.
To begin with, the advertisement mentioned that some assembly would be required. To my annoyance, it took four hours to
assemble because an instruction booklet was not included. Having set up the machine, I realized that far from being portable, it
was actually too heavy to move. In addition, the video did not clearly explain how to use the machine.
Most importantly, the "Super Workout Machine" is only designed to exercise the lower body, and is of no use whatsoever to
the upper body. Your advertisement was definitely misleading in this respect. To make matters worse, I received
the exercise machine three weeks later than promised and was asked to pay the full price, whereas in your advertisement
you state otherwise.
Considering all the above, I wish to return the exercise machine and demand a full refund. I am confident that this matter will
receive your prompt attention. I look forward to hearing from you soon.

Yours faithfully,

Jane Watson

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A/ Answer these questions.
Aim to check pps understanding of the letter , attract pps attention on the type of language used
a. How many complaints does Jane make?
………………………………………………………………………………………………………………………………….
………………………………………………………………………………………………………………………………..
b. In which paragraphs are the complaints made? Underline the complaints.
………………………………………………………………………………………………………………………………….
………………………………………………………………………………………………………………………………..

c. What is stated in the last paragraph?

………………………………………………………………………………………………………………………………….
………………………………………………………………………………………………………………………………..

d. Does the letter reveal Jane’s feelings? Which ones?

………………………………………………………………………………………………………………………………….
………………………………………………………………………………………………………………………………..

e. Is this letter formal or informal? How do you know?

………………………………………………………………………………………………………………………………….
………………………………………………………………………………………………………………………………..

B/PLAN Aim : to provide pps with the plan of a letter of complaint

Below is a plan of any letter of complaint, with questions to help you when planning one. Read the plan and say
whether Jane’s letter fits to the plan.

Greeting use an appropriate greeting

Opening
use set phrases to:
paragraph • state why you are writing
• give a general idea of your Why are you writing this letter? What are you
complaint (you can refer to place, complaining about?
date etc.)

Main part What exactly is the problem? How do you justify your
( one paragraph or complaint(s)? What did the advertisement/brochure
make your complaint(s),
more) etc. claim that was misleading/not true? Why aren't
giving necessary details, facts
you satisfied?

Closing paragraph
What would you like done about the matter? Do you
want a refund or an exchange? When do you want
use set phrases to:
action to be taken? Will you be taking any action?
• state what action you would like
the reader to take
• end your letter

Signing off
use an appropriate signature ending. Sign underneath this and print your full name below your
signature.

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C/ Writing development
Aim : to allow pps to compare between what was advertised what Samanta really found.

1) The advertisement leaflet on page belongs to Samanta Brunoni; a holiday maker; who has come
back home from a disappointing adventure holiday abroad. Read it carefully, then complete the table
below using the annotations in italics, Samanta has made , on the leaflet.

Promises made in the advertisement What the holiday was really like

Place of accommodation :Wildside Hall Place of accommodation :…………………….

Hall’s facilities : swimming pool ,sauna ,games Hall’s facilities : ……………………………….

room(billiards, darts ,table tennis) , video , …………………………………………………
library …………………………………………………..

Type of accommodation : ‘comfortable double Type of accommodation : ……………………

rooms’ …………………………………………………..

Food : ‘talented kitchen staff’( preparing Food : ………………………………………………

delicious meals using the very best of local …………………………………………………………
produce) . ……………………………………………………….

Choice of leisure activities : rock-climbing , Choice of leisure activities : …………………

canoeing, sailing , wind-surfing, hiking. ………………………………………………….

2) Guide to writing You are Samanta , Plan your letter well and include all the
complaints noted on the advertisement/brochure etc.
Make sure you address and sign off your letter appropriately. Keep in mind who you are
writing to. In most cases letters of complaint have to be written in a formal style.
Therefore, use formal language and be polite.
Make sure you explain your complaints clearly, but do not include unnecessary details. Use
linking words/ phrases in your letter of complaint. Look at the table below for ideas.

Listing points / adding Firstly , to begin with , for a start ,secondly , finally
More points Furthermore ,moreover , in addition, also , besides this, what is
more
Emphasizing In fact , apparently , obviously , to be honest
Expressing contrast However, although, despite the fact that , in spite of ,whereas
Expressing result or Therefore , so , as a result ,for this reason, in this case , as a
consequence consequence

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 • Use some of the following set phrases and expressions in your letter.

Set phrases I am writing to complain about/make a complaint about..

for opening I am writing to express my dissatisfaction with
paragraph I am writing to you regarding/in connection with....
I regret that I am obliged to complain about.....
I feel I must complain about…………
It was completely different from....
I feel it is absolutely unacceptable....
I am dissatisfied with....
Unfortunately, it was nothing like what I expected.
It failed to live up to the promises made in your advertisement.
Expressions The problem is.... To my amazement / surprise....
for middle I must mention/point out..... Your advertisement/brochure was misleading.
paragraphs To make matters worse.... In your advertisement/brochure you state
otherwise.
As if that was not bad enough.... You failed to mention that....
I was shocked /surprised.... You led me to believe that.....

Set phrases
for closing I believe I am entitled to a partial/full refund.
paragraph I demand a full refund /immediate action/a replacement.
I would be grateful if you would deal with this matter immediately.
I would appreciate it if we could sort this matter out as soon as possible.
I feel sure/am confident that this matter will receive your prompt attention.
I hope that you will give this matter your attention.
I am afraid that if this matter is not dealt with immediately, I will......

I hope to hear from you as soon as possible. I look forward to hearing from you.
Thanking you in advance

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 Isokaari 38 B
00200 Helsinki
Finland
The Manager
Windermere Wildside Adventure Holidays 26 june, 2013
Ambleside
Cumbria

Dear Sir or Madam ,

I am writing to ………….. ………………………………………………………………………

I have just have with your organization from the 12th to the 25th of this month. The holiday for
which I paid £ 600 ……………………………………………………………………

First , although the holiday was advertised as being at Wildside Hall , I found ………………
………………………………….
…………………………………………………………………………………………
……………………………………………………..
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………

……………………….., at the hostel ………………………………………………………………

…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………

…………………….., the choice of activities was not as ………………………………………….

………………………………………………………………………………………………………..
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………

…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………
…………………………………………………………………………………………

………………………………………..

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 Isokaari 38 B
00200 Helsinki
Finland
The Manager
Windermere Wildside Adventure Holidays 26 june, 2013
Ambleside
Cumbria

Dear Sir or Madam ,

I am writing to express my dissatisfaction with the adventure holiday I have just had with your
organization , from the 12th to the 25th of this month. The holiday for which I paid £ 600 failed
significantly to live up to the promises made in your advertisement.

First , although the holiday was advertised as being at Wildside Hall , I found myself instead at
a youth hostel seven miles away. This meant that, with no car or buses available, I had no access to
the Hall’s facilities ( pool , sauna , library , games room, ect); at the youth hostel , the only leisure
facilities were a table tennis and a pack of cards.

Furthermore , at the hostel there were neither ‘ comfortable double rooms’ nor ‘talented’
kitchen staff : there were four people in a room, and the food was very ordinary indeed.

Finally , the choice of activities was not as advertised. You claimed that every day we would be
able to choose from a ‘wide range’ of activities ( rock climbing, canoeing, sailing , windsurfing ),
and I had planned to spend the whole fortnight sailing and windsurfing , but for eight days of the
holiday neither of these was on offer.

In view of the many ways in which the holiday failed to live up to your advertisement, which can
only be described as extremely misleading, I feel that a refund of at least £600 would be
appropriate . Should this refund not be forthcoming, I shall be obliged to refer the matter to the
British Tourist Board.

Yours faithfully ,

Samanta Brunoni

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