Writing a complaint

Pre-intermediate: Writing emails and letters W1

1 Speaking
Discuss the following questions with a partner.

• Have you ever complained about anything? What was it?

• What happened? Was there a solution?
• What should you include in a letter of complaint?

2 Vocabulary
With a partner, match the sentences below with their meanings.

1. 2. 3. 4. 5. 6.

1. I asked for store credit. I really like the shop but I don’t like the phone I bought.

2. My tablet broke so I asked for a full refund. I didn’t want another one.

3. I was so disappointed with the service in the restaurant that I asked for an apology.

4. I asked for a partial refund. I used the phone for 9 months but it stopped working. They gave me
back some of the money I paid for it.

5. I bought a smartphone but it was rubbish. I asked for an updated model and they gave me the
newest one.

6. My phone stopped working so I asked for a replacement. They gave me a new one straightaway.

a. You want your money back. All of your money.

b. You want a newer product.

c. You want them to say sorry.

d. You want some of your money back. Not 100%.

e. You want the same product but a different copy.

f. You don’t want your money back, you want a voucher/or a card to spend in the shop of the same value.

Finished early? Mark the stress on the phrases in sentences 1 – 6.

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 Writing a complaint
Pre-intermediate: Writing emails and letters W1

3 Reading
Read the letter of complaint your teacher gives you.

• What is the problem?

• What does the writer want?

4 Structure
How many sections are there in the letter? Match the purpose to the stages of the letter.

Finishing the letter Why you are writing Opening the letter

The problem The solution The next action

Stage Purpose

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 Writing a complaint
Pre-intermediate: Writing emails and letters W1

5 Language
Look at the phrases above in bold in the letter of complaint. Add them to the table.

Reason Phrase

1. Saying why you are

writing

2. Asking for something in

a strong way

3. Stating the product was

bad

4. Referring to an
attachment

5. Asking for something

politely

6. Closing the letter

7. Stating you are upset

and saying why

8. Opening a letter of
complaint

9. Asking for a quick

answer

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 Writing a complaint
Pre-intermediate: Writing emails and letters W1

Use the phrases to complete the following letter of complaint. There is one extra phrase.

1.

2. a recent
order I made on your website. I ordered a new exercise watch on your website on the 5th of
December.

3. I expected
a watch which is easy to use but the screen doesn’t respond when I touch it. The watch has not
performed well.

4. provide me

with an updated version with a better touch screen. 5.

refund or

a voucher for credit. 6.

original receipt for your reference and I’ve taken some photos of the watch not working.

7. . Please
contact me at the above address or by phone on 0122145141.

8.

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 Writing a complaint
Pre-intermediate: Writing emails and letters W1

6 Writing
Choose something you complained/wanted to complain about and make notes in the table.

Notes

Paragraph 1
Why you are writing

Paragraph 2
The problems you had

Paragraph 3
The solution you want

Paragraph 4
Saying bye/contact address

Write your letter of complaint.

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 Writing a complaint
Pre-intermediate: Writing emails and letters W1

Peer Feedback
Look at your partner’s letter and check for the following key points.

Key Language Yes No Not sure

phrases to talk about solutions to complaints

typical phrases for a formal letter

Structure Yes No Not sure

use of paragraphs

opens and finishes the letter

Learning outcomes checklist

Tick () what you can do.

Do Need practice

I can . . .
• explain problems clearly
• make a complaint. (CEFR)

I can also . . .
• use typical phrases for a letter of complaint
• use phrases to ask for a solution to a complaint.

I am more aware of . . .
• how to structure a letter of complaint.

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