Video Lesson

General Writing Task 1

GENERAL WRITING
TA S K 1

Formal letter
A complaint about a toy
(part 1)
IN THIS LESSON…
• TASK ACHIEVEMENT
• COHERENCE AND COHESION
• LEXICAL RESOURCE
• GRAMMATICAL RANGE AND ACCURACY
• STRATEGY
• QUIZ
LOOK AT THE TASK 1 GENERAL QUESTION
You recently bought a toy from a company online. When the toy was delivered, you
found some problems with it. Write a letter to the company manager. In your
letter:

• Describe the toy

• Explain the problems with it
• Tell the manager what you would like her/him to do

Write at least 150 words.

You do NOT need to include addresses.
Begin your letter as follows: Dear ………………..,

GET A HIGH IELTS GRADE

BAND 9 MODEL ANSWER
Dear sir or madam,
I am writing with regard to the model helicopter I recently purchased online from your company. It was
supposed to be a surprise birthday present for my eldest granddaughter but unfortunately it is completely
unsuitable.
On your website, the model plane was described as ideal for children aged as young as six and was said to be a
top-quality product which was entirely safe. We were therefore genuinely shocked to open the package and find
the machine had extremely sharp edges on which a child could easily cut herself. In addition, when we attempted
to fly it, it proved almost impossible to control and crashed into our neighbour's greenhouse, causing significant
damage. Finally, we noticed that after several minutes of use, it became dangerously hot and oil began to leak
from the bottom. Obviously it would have been utterly inappropriate to give this toy to a youngster as we had
planned.
The product you sent us bears no resemblance to the one advertised and we would expect to receive a full
refund. Additionally, we believe we are entitled to a written apology and compensation for the damage this item
caused to our neighbour’s property.
If you require further details, please do not hesitate to contact us.
We look forward to hearing from you at the earliest possible opportunity and to the swift and satisfactory
resolution of this matter.
Yours faithfully,

C. Higgins
150-180 WORD MODEL ANSWER
Dear sir or madam,
I am writing with regard to the model helicopter I recently purchased online from your company. It
was supposed to be a surprise birthday present for my granddaughter but unfortunately it is
completely unsuitable.
On your website, the model plane was described as appropriate for children and an entirely safe
product. We were therefore genuinely shocked to open the package and find the machine had
extremely sharp edges on which a child could easily cut herself. In addition, when we attempted to
fly it, it proved almost impossible to control and crashed into our neighbour’s greenhouse, causing
significant damage.
Obviously it would have been utterly inappropriate to give this toy to a youngster.The product you
sent us bears no resemblance to the one advertised and we would expect a full refund. Additionally,
we believe we are entitled to compensation for the damage this item caused to our neighbour’s
property.
We look forward to hearing from you at the earliest possible opportunity and to the swift and
satisfactory resolution of this matter.
Yours faithfully,
C. Higgins
IELTS BAND DESCRIPTORS GENERAL WRITING
TASK ACHIEVEMENT
BAND DESCRIPTOR
• Fully satisfies all the requirements of the task

9 • Clearly presents a fully developed response

• Covers all requirements of the task sufficiently

8 • Presents, highlights and illustrates key features / bullet points clearly and
appropriately

• Covers the requirements of the task

7 • Presents a clear purpose, with the tone consistent and appropriate

• Clearly presents, highlights and illustrates key features / bullet points but could be
more fully extended

• Addresses the requirements of the task

6 • Presents a purpose that is generally clear; there may be inconsistencies in tone

• Presents and adequately highlights key features / bullet points but details may be
irrelevant, inappropriate or inaccurate
IELTS BAND DESCRIPTORS GENERAL WRITING
TASK ACHIEVEMENT
BAND DESCRIPTOR
• Fully satisfies all the requirements of the task

9 • Clearly presents a fully developed response

• Covers all requirements of the task sufficiently

8 • Presents, highlights and illustrates key features / bullet points clearly and
appropriately

• Covers the requirements of the task

7 • Presents a clear purpose, with the tone consistent and appropriate

• Clearly presents, highlights and illustrates key features / bullet points but could be
more fully extended

• Addresses the requirements of the task

6 • Presents a purpose that is generally clear; there may be inconsistencies in tone

• Presents and adequately highlights key features / bullet points but details may be
irrelevant, inappropriate or inaccurate
LOOK AGAIN AT THE QUESTION.
WHAT SHOULD YOU INCLUDE IN YOUR ANSWER?

You recently bought a toy from a company online. When the toy was delivered, you
found some problems with it. Write a letter to the company manager. In your
letter:

• Describe the toy

• Explain the problems with it
• Tell the manager what you would like her/him to do
TASK ACHIEVEMENT: CONTENT
Dear sir or madam,
I am writing with regard to the model helicopter I recently purchased online from your company. It was
supposed to be a surprise birthday present for my eldest granddaughter but unfortunately it is completely
unsuitable.
On your website, the model plane was described as ideal for children aged as young as six and was said to
be a top-quality product which was entirely safe. We were therefore genuinely shocked to open the
package and find the machine had extremely sharp edges on which a child could easily cut herself. In
addition, when we attempted to fly it, it proved almost impossible to control and crashed into our
neighbour's greenhouse, causing significant damage. Finally, we noticed that after several minutes of use, it
became dangerously hot and oil began to leak from the bottom. Obviously it would have been utterly
inappropriate to give this toy to a youngster as we had planned.
The product you sent us bears no resemblance to the one advertised and we would expect to receive a full
refund. Additionally, we believe we are entitled to a written apology and compensation for the damage this
item caused to our neighbour’s property.
If you require further details, please do not hesitate to contact us.
We look forward to hearing from you at the earliest possible opportunity and to the swift and satisfactory
resolution of this matter.
Yours faithfully,

C. Higgins
TASK ACHIEVEMENT: CONTENT
Dear sir or madam,
I am writing with regard to the model helicopter I recently purchased online from your company. It was
supposed to be a surprise birthday present for my eldest granddaughter but unfortunately it is completely
unsuitable.
On your website, the model plane was described as ideal for children aged as young as six and was said to
be a top-quality product which was entirely safe. We were therefore genuinely shocked to open the
package and find the machine had extremely sharp edges on which a child could easily cut herself. In
addition, when we attempted to fly it, it proved almost impossible to control and crashed into our
neighbour's greenhouse, causing significant damage. Finally, we noticed that after several minutes of use, it
became dangerously hot and oil began to leak from the bottom. Obviously it would have been utterly
inappropriate to give this toy to a youngster as we had planned.
The product you sent us bears no resemblance to the one advertised and we would expect to receive a full
refund. Additionally, we believe we are entitled to a written apology and compensation for the damage this
item caused to our neighbour’s property.
If you require further details, please do not hesitate to contact us.
We look forward to hearing from you at the earliest possible opportunity and to the swift and satisfactory
resolution of this matter.
Yours faithfully,

C. Higgins
TASK ACHIEVEMENT: CONTENT
Dear sir or madam,
I am writing with regard to the model helicopter I recently purchased online from your company. It was
supposed to be a surprise birthday present for my eldest granddaughter but unfortunately it is completely
unsuitable.
On your website, the model plane was described as ideal for children aged as young as six and was said to
be a top-quality product which was entirely safe. We were therefore genuinely shocked to open the
package and find the machine had extremely sharp edges on which a child could easily cut herself. In
addition, when we attempted to fly it, it proved almost impossible to control and crashed into our
neighbour's greenhouse, causing significant damage. Finally, we noticed that after several minutes of use, it
became dangerously hot and oil began to leak from the bottom. Obviously it would have been utterly
inappropriate to give this toy to a youngster as we had planned.
The product you sent us bears no resemblance to the one advertised and we would expect to receive a full
refund. Additionally, we believe we are entitled to a written apology and compensation for the damage this
item caused to our neighbour’s property.
If you require further details, please do not hesitate to contact us.
We look forward to hearing from you at the earliest possible opportunity and to the swift and satisfactory
resolution of this matter.
Yours faithfully,

C. Higgins
TASK ACHIEVEMENT: STYLE BEGINNING
Dear sir or madam,
I am writing with regard to the model helicopter I recently purchased online from your company. It was
supposed to be a surprise birthday present for my eldest granddaughter but unfortunately it is completely
unsuitable.
On your website, the model plane was described as ideal for children aged as young as six and was said to
be a top-quality product which was entirely safe. We were therefore genuinely shocked to open the
package and find the machine had extremely sharp edges on which a child could easily cut herself. In
addition, when we attempted to fly it, it proved almost impossible to control and crashed into our
neighbour's greenhouse, causing significant damage. Finally, we noticed that after several minutes of use, it
became dangerously hot and oil began to leak from the bottom. Obviously it would have been utterly
inappropriate to give this toy to a youngster as we had planned.
The product you sent us bears no resemblance to the one advertised and we would expect to receive a full
refund. Additionally, we believe we are entitled to a written apology and compensation for the damage this
item caused to our neighbour’s property.
If you require further details, please do not hesitate to contact us.
We look forward to hearing from you at the earliest possible opportunity and to the swift and satisfactory
resolution of this matter.
Yours faithfully,

C. Higgins
TASK ACHIEVEMENT: STYLE ENDING
Dear sir or madam,
I am writing with regard to the model helicopter I recently purchased online from your company. It was
supposed to be a surprise birthday present for my eldest granddaughter but unfortunately it is completely
unsuitable.
On your website, the model plane was described as ideal for children aged as young as six and was said to
be a top-quality product which was entirely safe. We were therefore genuinely shocked to open the
package and find the machine had extremely sharp edges on which a child could easily cut herself. In
addition, when we attempted to fly it, it proved almost impossible to control and crashed into our
neighbour's greenhouse, causing significant damage. Finally, we noticed that after several minutes of use, it
became dangerously hot and oil began to leak from the bottom. Obviously it would have been utterly
inappropriate to give this toy to a youngster as we had planned.
The product you sent us bears no resemblance to the one advertised and we would expect to receive a full
refund. Additionally, we believe we are entitled to a written apology and compensation for the damage this
item caused to our neighbour’s property.
If you require further details, please do not hesitate to contact us.
We look forward to hearing from you at the earliest possible opportunity and to the swift and satisfactory
resolution of this matter.
Yours faithfully,

C. Higgins
TASK ACHIEVEMENT: STYLE LINKING
Dear sir or madam,
I am writing with regard to the model helicopter I recently purchased online from your company. It was
supposed to be a surprise birthday present for my eldest granddaughter but unfortunately it is completely
unsuitable.
On your website, the model plane was described as ideal for children aged as young as six and was said to
be a top-quality product which was entirely safe. We were therefore genuinely shocked to open the
package and find the machine had extremely sharp edges on which a child could easily cut herself. In
addition, when we attempted to fly it, it proved almost impossible to control and crashed into our
neighbour's greenhouse, causing significant damage. Finally, we noticed that after several minutes of use, it
became dangerously hot and oil began to leak from the bottom. Obviously it would have been utterly
inappropriate to give this toy to a youngster as we had planned.
The product you sent us bears no resemblance to the one advertised and we would expect to receive a full
refund. Additionally, we believe we are entitled to a written apology and compensation for the damage this
item caused to our neighbour’s property.
If you require further details, please do not hesitate to contact us.
We look forward to hearing from you at the earliest possible opportunity and to the swift and satisfactory
resolution of this matter.
Yours faithfully,

C. Higgins
IELTS BAND DESCRIPTORS GENERAL WRITING
COHERENCE AND COHESION
BAND DESCRIPTOR
• Uses cohesion in such a way that it attracts no attention

9 • Skilfully manages paragraphing

• Sequences information and ideas logically

8 • Manages all aspects of cohesion well

• Uses paragraphing sufficiently and appropriately

• Logically organises information and ideas; there is clear progression throughout

7 • Uses a range of cohesive devices appropriately although there may be some under-
/ over-use

• Arranges information and ideas coherently and there is a clear overall progression

6 • Uses cohesive devices effectively, but cohesion within and/or between sentences
may be faulty or mechanical
• May not always use referencing clearly or appropriately
IELTS BAND DESCRIPTORS GENERAL WRITING
COHERENCE AND COHESION
BAND DESCRIPTOR
• Uses cohesion in such a way that it attracts no attention

9 • Skilfully manages paragraphing

• Sequences information and ideas logically

8 • Manages all aspects of cohesion well

• Uses paragraphing sufficiently and appropriately

• Logically organises information and ideas; there is clear progression throughout

7 • Uses a range of cohesive devices appropriately although there may be some under-
/ over-use

• Arranges information and ideas coherently and there is a clear overall progression

6 • Uses cohesive devices effectively, but cohesion within and/or between sentences
may be faulty or mechanical
• May not always use referencing clearly or appropriately
 If you start your letter with

COHERENCE AND COHESION the reason for writing, it will

seem coherent and easy to
Dear sir or madam, follow

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
COHERENCE AND COHESION
Try to refer back to nouns
by using other nouns and
pronouns. This makes your
Dear sir or madam,
letter more connected
I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
COHERENCE AND COHESION
Try to refer back to nouns
by using other nouns and
pronouns. This makes your
Dear sir or madam,
letter more connected
I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
COHERENCE AND COHESION
Therefore shows a
causal link. It
connects your text
Dear sir or madam,

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
 In addition shows your reader
COHERENCE AND COHESION that new information agrees
with information in the
Dear sir or madam, previous sentence

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
COHERENCE AND COHESION
Finally introduces the
third and final problem.
These three problems
Dear sir or madam,
are linked by the language
I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
 Obviously shows the reader

COHERENCE AND COHESION that nobody would disagree

with the following information.
Dear sir or madam, It is a useful signpost

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
COHERENCE AND COHESION
The product you sent us bears no resemblance to the one advertised and we would expect
to receive a full refund. Additionally, we believe we are entitled to a written apology and
compensation for the damage this item caused to our neighbour’s property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the swift
and satisfactory resolution of this matter.

Yours faithfully, The one can be used to

avoid repetition of a noun.
Using one/ones makes
writing better connected
C. Higgins
COHERENCE AND COHESION
The product you sent us bears no resemblance to the one advertised and we would expect
to receive a full refund. Additionally, we believe we are entitled to a written apology and
compensation for the damage this item caused to our neighbour’s property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the swift
and satisfactory resolution of this matter.

Yours faithfully,
When a new point
supports or agrees with
previous information, we
C. Higgins can link the two points
with additionally
COHERENCE AND COHESION
The product you sent us bears no resemblance to the one advertised and we would expect
to receive a full refund. Additionally, we believe we are entitled to a written apology and
compensation for the damage this item caused to our neighbour’s property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the swift
and satisfactory resolution of this matter.

Yours faithfully, There is no need to

repeat we look forward
here. Using to shows that
we are referring back to
C. Higgins
the previous verb
COHERENCE AND COHESION
The product you sent us bears no resemblance to the one advertised and we would expect
to receive a full refund. Additionally, we believe we are entitled to a written apology and
compensation for the damage this item caused to our neighbour’s property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the swift
and satisfactory resolution of this matter.

Yours faithfully, This phrase allows us to refer

to the problem expressed in the
letter. When we use language to
refer to information in other
C. Higgins parts of the letter, we improve
COHERENCE AND
COHESION
Copyright
 Video Lesson
General Writing Task 1
GENERAL WRITING
TA S K 1

Formal letter
A complaint about a toy
(part 2)
IN THIS LESSON…
• TASK ACHIEVEMENT
• COHERENCE AND COHESION
• LEXICAL RESOURCE
• GRAMMATICAL RANGE AND ACCURACY
• STRATEGY
• QUIZ
LOOK AT THE TASK 1 GENERAL QUESTION
You recently bought a toy from a company online. When the toy was delivered, you
found some problems with it. Write a letter to the company manager. In your
letter:

• Describe the toy

• Explain the problems with it
• Tell the manager what you would like her/him to do

Write at least 150 words.

You do NOT need to include addresses.
Begin your letter as follows: Dear ………………..,

GET A HIGH IELTS GRADE

BAND 9 MODEL ANSWER
Dear sir or madam,
I am writing with regard to the model helicopter I recently purchased online from your company. It was
supposed to be a surprise birthday present for my eldest granddaughter but unfortunately it is completely
unsuitable.
On your website, the model plane was described as ideal for children aged as young as six and was said to be a
top-quality product which was entirely safe. We were therefore genuinely shocked to open the package and find
the machine had extremely sharp edges on which a child could easily cut herself. In addition, when we attempted
to fly it, it proved almost impossible to control and crashed into our neighbour's greenhouse, causing significant
damage. Finally, we noticed that after several minutes of use, it became dangerously hot and oil began to leak
from the bottom. Obviously it would have been utterly inappropriate to give this toy to a youngster as we had
planned.
The product you sent us bears no resemblance to the one advertised and we would expect to receive a full
refund. Additionally, we believe we are entitled to a written apology and compensation for the damage this item
caused to our neighbour’s property.
If you require further details, please do not hesitate to contact us.
We look forward to hearing from you at the earliest possible opportunity and to the swift and satisfactory
resolution of this matter.
Yours faithfully,

C. Higgins
150-180 WORD MODEL ANSWER
Dear sir or madam,
I am writing with regard to the model helicopter I recently purchased online from your company. It
was supposed to be a surprise birthday present for my granddaughter but unfortunately it is
completely unsuitable.
On your website, the model plane was described as appropriate for children and an entirely safe
product. We were therefore genuinely shocked to open the package and find the machine had
extremely sharp edges on which a child could easily cut herself. In addition, when we attempted to
fly it, it proved almost impossible to control and crashed into our neighbour’s greenhouse, causing
significant damage.
Obviously it would have been utterly inappropriate to give this toy to a youngster.The product you
sent us bears no resemblance to the one advertised and we would expect a full refund. Additionally,
we believe we are entitled to compensation for the damage this item caused to our neighbour’s
property.
We look forward to hearing from you at the earliest possible opportunity and to the swift and
satisfactory resolution of this matter.
Yours faithfully,
C. Higgins
IELTS BAND DESCRIPTORS GENERAL WRITING
LEXICAL RESOURCE
BAND DESCRIPTOR
• Uses a wide range of vocabulary with very natural and sophisticated control of

9 lexical features
• Rare minor errors occur only as ‘slips’

• Uses a wide range of vocabulary fluently and flexibly to convey precise meanings

8 • Skilfully uses uncommon lexical items but there may be occasional inaccuracies in
word choice and collocation
• Produces rare errors in spelling and/ or word formation
• Uses a sufficient range of vocabulary to allow some flexibility and precision

7 • Uses less common lexical items with some awareness of style and collocation
• May produce occasional errors in word choice, spelling and/ or word formation

• Uses an adequate range of vocabulary for the task

6 • Attempts to use less common vocabulary but with some inaccuracy

• Makes some errors in spelling and/ or word formation, but they do not impede
communication
IELTS BAND DESCRIPTORS GENERAL WRITING
LEXICAL RESOURCE
BAND DESCRIPTOR
• Uses a wide range of vocabulary with very natural and sophisticated control of

9 lexical features
• Rare minor errors occur only as ‘slips’

• Uses a wide range of vocabulary fluently and flexibly to convey precise meanings

8 • Skilfully uses uncommon lexical items but there may be occasional inaccuracies in
word choice and collocation
• Produces rare errors in spelling and/ or word formation
• Uses a sufficient range of vocabulary to allow some flexibility and precision

7 • Uses less common lexical items with some awareness of style and collocation
• May produce occasional errors in word choice, spelling and/ or word formation

• Uses an adequate range of vocabulary for the task

6 • Attempts to use less common vocabulary but with some inaccuracy

• Makes some errors in spelling and/ or word formation, but they do not impede
communication
LEXICAL RESOURCE
This is a more
complex and formal
alternative to to buy
Dear sir or madam,

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE
Supposed (adj) can be used to talk
about intentions, arrangements and
obligations. It is followed by an
Dear sir or madam,
infinitive
I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE
Unsuitable and inappropriate are
both formal and complex
alternatives to wrong. It is good to
Dear sir or madam, avoid repletion of words
I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE
Unsuitable and inappropriate are
both formal and complex
alternatives to wrong. It is good to
Dear sir or madam, avoid repletion of words
I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE Ideal is a formal and complex alternative to perfect
or right. We could use appropriate but ideal is
Dear sir or madam, better because we use inappropriate later

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE There are many formal and more
complex alternatives to very
Dear sir or madam,

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE
Impress the IELTS
examiner by showing you
can refer to things in
Dear sir or madam, different ways
I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE
Impress the IELTS
examiner by showing you
can refer to things in
Dear sir or madam, different ways
I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE To attempt to is a more
formal and complex
alternative to to try to
Dear sir or madam,

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE
It proved + adjective indicates that it became
clear after time or experience that something
had a particular quality. This structure can be
Dear sir or madam,
used in other tenses too
I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE You can choose the type of problem you
write about, so choose problems which you
Dear sir or madam, can express with complex language

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE
We could use saw here, but noticed
is more specific. We use it when we
see something unexpected and often
Dear sir or madam, quite difficult to see/spot
I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE
Significant is more
complex and formal
than a lot of
Dear sir or madam,

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE
We use to leak when liquid
comes out of an object which
should contain it
Dear sir or madam,

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
LEXICAL RESOURCE
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
To bear _____
swift and satisfactory resolution of this matter. resemblance to is a
collocation indicating how
Yours faithfully, similar one thing is to
another

C. Higgins
LEXICAL RESOURCE
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.

Yours faithfully, These are examples of what

you can ask for when you
write a letter of complaint
C. Higgins
LEXICAL RESOURCE
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.

Yours faithfully, These are examples of what

you can ask for when you
write a letter of complaint
C. Higgins
LEXICAL RESOURCE
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.

Yours faithfully, These are examples of what

you can ask for when you
write a letter of complaint
C. Higgins
LEXICAL RESOURCE
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.
The phrase to be entitled to
Yours faithfully, means that you have a right to
something. The phrase
collocates well with an apology
and an explanation
C. Higgins
LEXICAL RESOURCE
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.

Yours faithfully,
Impress the IELTS examiner
by not repeating words you
used earlier
C. Higgins
LEXICAL RESOURCE
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.

Yours faithfully,
Impress the IELTS examiner
by not repeating words you
used earlier
C. Higgins
LEXICAL RESOURCE
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.

Yours faithfully, To require is more

formal and complex
than to need

C. Higgins
LEXICAL RESOURCE
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.

Yours faithfully, This is a useful set phrase for a

formal letter. Set phrases make
your writing seem more like
native-speaker writing. This phrase
C. Higgins means very quickly
LEXICAL RESOURCE
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.

Yours faithfully,
It is often a good idea to use
two adjectives. This shows
the examiner that you have a
C. Higgins wider range of language
LEXICAL RESOURCE
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.

Yours faithfully,
The noun resolution connects to
the verb to resolve (meaning to
solve). Using members of word
C. Higgins families shows your lexical range
LEXICAL RESOURCE
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter. All of the language in this
section is complex and
Yours faithfully, formal, and ideal to end a
letter of complaint

C. Higgins
Copyright
 Video Lesson
General Writing Task 1
GENERAL WRITING
TA S K 1

Formal letter
A complaint about a toy
(part 3)
IN THIS LESSON…
• TASK ACHIEVEMENT
• COHERENCE AND COHESION
• LEXICAL RESOURCE
• GRAMMATICAL RANGE AND ACCURACY
• STRATEGY
• QUIZ
LOOK AT THE TASK 1 GENERAL QUESTION
You recently bought a toy from a company online. When the toy was delivered, you
found some problems with it. Write a letter to the company manager. In your
letter:

• Describe the toy

• Explain the problems with it
• Tell the manager what you would like her/him to do

Write at least 150 words.

You do NOT need to include addresses.
Begin your letter as follows: Dear ………………..,

GET A HIGH IELTS GRADE

BAND 9 MODEL ANSWER
Dear sir or madam,
I am writing with regard to the model helicopter I recently purchased online from your company. It was
supposed to be a surprise birthday present for my eldest granddaughter but unfortunately it is completely
unsuitable.
On your website, the model plane was described as ideal for children aged as young as six and was said to be a
top-quality product which was entirely safe. We were therefore genuinely shocked to open the package and find
the machine had extremely sharp edges on which a child could easily cut herself. In addition, when we attempted
to fly it, it proved almost impossible to control and crashed into our neighbour's greenhouse, causing significant
damage. Finally, we noticed that after several minutes of use, it became dangerously hot and oil began to leak
from the bottom. Obviously it would have been utterly inappropriate to give this toy to a youngster as we had
planned.
The product you sent us bears no resemblance to the one advertised and we would expect to receive a full
refund. Additionally, we believe we are entitled to a written apology and compensation for the damage this item
caused to our neighbour’s property.
If you require further details, please do not hesitate to contact us.
We look forward to hearing from you at the earliest possible opportunity and to the swift and satisfactory
resolution of this matter.
Yours faithfully,

C. Higgins
150-180 WORD MODEL ANSWER
Dear sir or madam,
I am writing with regard to the model helicopter I recently purchased online from your company. It
was supposed to be a surprise birthday present for my granddaughter but unfortunately it is
completely unsuitable.
On your website, the model plane was described as appropriate for children and an entirely safe
product. We were therefore genuinely shocked to open the package and find the machine had
extremely sharp edges on which a child could easily cut herself. In addition, when we attempted to
fly it, it proved almost impossible to control and crashed into our neighbour’s greenhouse, causing
significant damage.
Obviously it would have been utterly inappropriate to give this toy to a youngster.The product you
sent us bears no resemblance to the one advertised and we would expect a full refund. Additionally,
we believe we are entitled to compensation for the damage this item caused to our neighbour’s
property.
We look forward to hearing from you at the earliest possible opportunity and to the swift and
satisfactory resolution of this matter.
Yours faithfully,
C. Higgins
IELTS BAND DESCRIPTORS GENERAL WRITING
GRAMMATICAL RANGE AND ACCURACY
BAND DESCRIPTOR
• Uses a wide range of structures with full flexibility and accuracy

9 • Rare minor errors occur only as ‘slips’

• Uses a wide range of structures

8 • The majority of sentences are error-free

• Makes only occasional errors or inappropriacies

• Uses a variety of complex structures

7 • Produces frequent error-free sentences

• Has good control of grammar and punctuation but may make a few errors

• Uses a mix of simple and complex sentence forms

6 • Makes some errors in grammar and punctuation but they rarely reduce
communication
IELTS BAND DESCRIPTORS GENERAL WRITING
GRAMMATICAL RANGE AND ACCURACY
BAND DESCRIPTOR
• Uses a wide range of structures with full flexibility and accuracy

9 • Rare minor errors occur only as ‘slips’

• Uses a wide range of structures

8 • The majority of sentences are error-free

• Makes only occasional errors or inappropriacies

• Uses a variety of complex structures

7 • Produces frequent error-free sentences

• Has good control of grammar and punctuation but may make a few errors

• Uses a mix of simple and complex sentence forms

6 • Makes some errors in grammar and punctuation but they rarely reduce
communication
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
Because helicopter is the
genuinely shocked to open the package and find the machine had
object extremely
in this defining sharp edges
relative
on which a child could easily cut herself. In addition, when clause, we dotonot
we attempted fly it, it proved
need to use which
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We
Although wereuse
we often therefore
genuinely shocked to open the package and find the machine recently with
had the presentsharp edges
extremely
perfect tense, it can be used
on which a child could easily cut herself. In addition, when
withwe
theattempted
past simple totorefer
fly it, it proved
to a completed
almost impossible to control and crashed into our neighbour's action which
greenhouse, causing
finished not long ago
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,
We use the simple past
I am writing with regard to the model helicopter I recently purchased
tense to refer toonline
a seriesfrom your
company. It was supposed to be a surprise birthday presentoffor
pastmy
actions which
eldest granddaughter
each completed before
but unfortunately it is completely unsuitable. the next one started
On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,
We use the simple past
I am writing with regard to the model helicopter I recently purchased
tense to refer toonline
a seriesfrom your
company. It was supposed to be a surprise birthday presentoffor
pastmy
actions which
eldest granddaughter
each completed before
but unfortunately it is completely unsuitable. the next one started
On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.
Weas
On your website, the model plane was described as ideal for children aged canyoung
use theas six
comparative forms elder
and was said to be a top-quality product which was entirely safe. We were therefore
and the eldest when
comparing
genuinely shocked to open the package and find the machine had extremely howedges
sharp old
siblings are
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,
Passive forms are very useful in
I am writing with regard to the model helicopter I recently purchased onlinewhen
formal writing, fromweyour
do not
want to saygranddaughter
or do not know
company. It was supposed to be a surprise birthday present for my eldest
exactly who did something
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,
Passive forms are very useful in
I am writing with regard to the model helicopter I recently purchased onlinewhen
formal writing, fromweyour
do not
want to saygranddaughter
or do not know
company. It was supposed to be a surprise birthday present for my eldest
exactly who did something
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,
The structure as…as can
be used
I am writing with regard to the model helicopter I recently purchased withfrom
online adjectives
your
and adverbs when we
company. It was supposed to be a surprise birthday present for mywant
eldest granddaughter
to indicate that two
but unfortunately it is completely unsuitable. things are the same

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
And can help you write
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
complex/compound
sentences. It causing
almost impossible to control and crashed into our neighbour's greenhouse, is usually
good to have a mix of
significant damage. Finally, we noticed that after several minutes of use, it became
complex and simple
dangerously hot and oil began to leak from the bottom. Obviously it would
sentences havewriting
in your been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,

I am writing with regard to the model helicopter I recently purchased online from your
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
Relative pronouns can
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
help you write complex
sentences. It causing
almost impossible to control and crashed into our neighbour's greenhouse, is usually
good to have a mix of
significant damage. Finally, we noticed that after several minutes of use, it became
complex and simple
dangerously hot and oil began to leak from the bottom. Obviously it would
sentences havewriting
in your been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,
This infinitive is used to mean
when I opened.
I am writing with regard to the model helicopter I recently purchased This structure is your
online from
useful with adjectives of feeling
company. It was supposed to be a surprise birthday present
such as for my eldest
delighted, granddaughter
disgusted and
but unfortunately it is completely unsuitable. surprised

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,
It is not
I am writing with regard to the model helicopter I recently necessaryonline
purchased to writefrom
to your
find. This verb is also
company. It was supposed to be a surprise birthday present for my
connected eldest
with granddaughter
shocked to…
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,
A preposition is often
put beforeonline
I am writing with regard to the model helicopter I recently purchased a relative
from your
pronoun in formal
company. It was supposed to be a surprise birthday present for my eldest
writinggranddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam, We can use could
to describe a
I am writing with regard to the model helicopter I recently purchased online from your
possibility
company. It was supposed to be a surprise birthday present for my eldest granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,
This is a reflexive verb
I am writing with regard to the model helicopter I recently purchasedwith
online from your
the pronoun herself.
Thegranddaughter
company. It was supposed to be a surprise birthday present for my eldest child is both the
subject and the object
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam, The prepositions into,
onto and off are
I am writing with regard to the model helicopter I recently purchased online from
usually usedyour
to
describe
company. It was supposed to be a surprise birthday present for my eldest movement
granddaughter
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY We use an apostrophe for
Dear sir or madam, possession. The greenhouse
belongs to
I am writing with regard to the model helicopter I recently purchased the one
online neighbour.
from your
If we want to refer to two
company. It was supposed to be a surprise birthday present for my eldest ingranddaughter
neighbours possession, we
but unfortunately it is completely unsuitable. write neighbours’

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,
Here we could write
…which
I am writing with regard to the model helicopter I recently purchased caused,
online frombutyour
using
causing (and a participle
company. It was supposed to be a surprise birthday present for my eldest
clause) granddaughter
is more formal
but unfortunately it is completely unsuitable.

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam, This structure is used to indicate
a past result
I am writing with regard to the model helicopter I recently purchased online which
from didyour
not
happen because the cause did not
company. It was supposed to be a surprise birthday present for my eldest
happen. The granddaughter
cause is If we had
but unfortunately it is completely unsuitable. given the present to the child,

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam, To give (or if we had
given) is the cause which
I am writing with regard to the model helicopter I recently purchased online from your
did not happen. This is a
company. It was supposed to be a surprise birthday present for my eldest
type ofgranddaughter
third conditional
but unfortunately it is completely unsuitable. sentence

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
Dear sir or madam,
We use the past perfect here
for the earlier
I am writing with regard to the model helicopter I recently purchased of two
online pasts.your
from The
plan to give the present
company. It was supposed to be a surprise birthday present forfinished
my eldest
when granddaughter
they found out
but unfortunately it is completely unsuitable. how terrible the present was

On your website, the model plane was described as ideal for children aged as young as six
and was said to be a top-quality product which was entirely safe. We were therefore
genuinely shocked to open the package and find the machine had extremely sharp edges
on which a child could easily cut herself. In addition, when we attempted to fly it, it proved
almost impossible to control and crashed into our neighbour's greenhouse, causing
significant damage. Finally, we noticed that after several minutes of use, it became
dangerously hot and oil began to leak from the bottom. Obviously it would have been
utterly inappropriate to give this toy to a youngster as we had planned.
GRAMMATICAL RANGE AND ACCURACY
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.
We can use one to avoid
Yours faithfully, repeating a noun. We use
the here because we refer
to a specific product

C. Higgins
GRAMMATICAL RANGE AND ACCURACY
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.
We could write …which was
Yours faithfully, advertised but this participle
clause seems more formal. We
use advertised and not
advertising because it is passive
C. Higgins
GRAMMATICAL RANGE AND ACCURACY
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.
It is possible to write we
Yours faithfully, expect here, but would is
used for politeness in
requests, especially in
formal letters
C. Higgins
GRAMMATICAL RANGE AND ACCURACY
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.

Yours faithfully, After to expect, a second verb

is usually in the infinitive. IELTS
candidates make lots of
mistakes with infinitives and
C. Higgins the –ing form
GRAMMATICAL RANGE AND ACCURACY
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.

Yours faithfully, Similarly, after to

hesitate a second verb
is usually in the infinitive
C. Higgins
GRAMMATICAL RANGE AND ACCURACY
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.

Yours faithfully,
After to look forward
to, a second verb is in
the –ing form
C. Higgins
GRAMMATICAL RANGE AND ACCURACY
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.
It is not necessary to
Yours faithfully, repeat the whole subject
and verb. Often, you can
just use the final word
which the two parts share
C. Higgins
GRAMMATICAL RANGE AND ACCURACY
The product you sent us bears no resemblance to the one advertised and we would
expect to receive a full refund. Additionally, we believe we are entitled to a written
apology and compensation for the damage this item caused to our neighbour’s
property.

If you require further details, please do not hesitate to contact us.

We look forward to hearing from you at the earliest possible opportunity and to the
swift and satisfactory resolution of this matter.
IELTS examiners are
Yours faithfully, impressed by the use of
nouns, especially in
formal writing

C. Higgins
STRATEGY: PARTICIPLE CLAUSES
The people living next-door were furious.
The cat sleeping in the garden was woken up by the noise.
The children playing rugby outside were quite scared when it crashed.
We had to apologise to a lady walking past the house.
This bears no resemblance to the
The people product advertised on the website.
who live
next-door … The
I hope the information provided will
people who were be sufficient.
living next-door…
The details given in the instruction booklet were useless.
The designers employed by your company should be dismissed.
The helicopter was heavy, making it almost impossible to carry.
The plane crashed into the greenhouse, causing considerable damage.
STRATEGY: PARTICIPLE CLAUSES
The people living next-door were furious.
The cat sleeping in the garden was woken up by the noise.
The children playing rugby outside were quite scared when it crashed.
We had to apologise to a lady walking past the house.
This bears no resemblance towhich
The cat thewas
product advertised on the website.
sleeping…The cat
I hope the information provided will
which had been be sufficient.
sleeping…
The details given in the instruction booklet were useless.
The designers employed by your company should be dismissed.
The helicopter was heavy, making it almost impossible to carry.
The plane crashed into the greenhouse, causing considerable damage.
STRATEGY: PARTICIPLE CLAUSES
The people living next-door were furious.
The cat sleeping in the garden was woken up by the noise.
The children playing rugby outside were quite scared when it crashed.
We had to apologise to a lady walking past the house.
This bears no resemblance to the
The children product advertised on the website.
who
were playing… The
I hope the informationchildren
provided
who hadwill
beenbe sufficient.
playing
The details given in the instruction booklet were useless.
The designers employed by your company should be dismissed.
The helicopter was heavy, making it almost impossible to carry.
The plane crashed into the greenhouse, causing considerable damage.
STRATEGY: PARTICIPLE CLAUSES
The people living next-door were furious.
The cat sleeping in the garden was woken up by the noise.
The children playing rugby outside were quite scared when it crashed.
We had to apologise to a lady walking past the house.
This bears no resemblance to the product advertised on the website.
a lady who was
I hope the informationwalking…
provided a ladywill
who be sufficient.
had been walking
The details given in the instruction booklet were useless.
The designers employed by your company should be dismissed.
The helicopter was heavy, making it almost impossible to carry.
The plane crashed into the greenhouse, causing considerable damage.
STRATEGY: PARTICIPLE CLAUSES
The people living next-door were furious.
The cat sleeping in the garden was woken up by the noise.
The children playing rugby outside were quite scared when it crashed.
We had to apologise to a lady walking past the house.
This bears no resemblance to the product advertised on the website.
I hope the information provided will be sufficient.
The details given in the instruction booklet were useless.
The designers employed by your company should be dismissed.
the product
The helicopter was heavy,which is
making it almost impossible to carry.
advertised… the
The plane crashed intowhich
product thewas
greenhouse, causing considerable damage.
advertised…
STRATEGY: PARTICIPLE CLAUSES
The people living next-door were furious.
The cat sleeping in the garden was woken up by the noise.
The children playing rugby outside were quite scared when it crashed.
We had to apologise to a lady walking past the house.
This bears no resemblance to the product advertised on the website.
I hope the information provided will be sufficient.
The details given in the instruction booklet were useless.
The designers employed by your company should be dismissed.
the information
The helicopter was heavy, which
making it almost impossible to carry.
was provided… the
The plane crashed into the
information whichgreenhouse,
has causing considerable damage.
been provided…
STRATEGY: PARTICIPLE CLAUSES
The people living next-door were furious.
The cat sleeping in the garden was woken up by the noise.
The children playing rugby outside were quite scared when it crashed.
We had to apologise to a lady walking past the house.
This bears no resemblance to the product advertised on the website.
I hope the information provided will be sufficient.
The details given in the instruction booklet were useless.
The designers employed by your company should be dismissed.
The helicopter was heavy,
The details making
which are it almost impossible to carry.
given… The details
The plane crashed into
which werethe greenhouse, causing considerable damage.
given…
STRATEGY: PARTICIPLE CLAUSES
The people living next-door were furious.
The cat sleeping in the garden was woken up by the noise.
The children playing rugby outside were quite scared when it crashed.
We had to apologise to a lady walking past the house.
This bears no resemblance to the product advertised on the website.
I hope the information provided will be sufficient.
The details given in the instruction booklet were useless.
The designers employed by your company should be dismissed.
The helicopter The
wasdesigners
heavy,who are
making it almost impossible to carry.
employed… The
The plane crashed into who
designers theare
greenhouse, causing considerable damage.
being employed…
STRATEGY: PARTICIPLE CLAUSES
The people living next-door were furious.
The cat sleeping in the garden was woken up by the noise.
The children playing rugby outside were quite scared when it crashed.
We had to apologise to a lady walking past the house.
This bears no resemblance to the product advertised on the website.
I hope the information provided
The helicopter was will be sufficient.
heavy, which made it
The details given in impossible
almost the instruction
to booklet were useless.
carry.
The designers employed by your company should be dismissed.
The helicopter was heavy, making it almost impossible to carry.
The plane crashed into the greenhouse, causing considerable damage.
STRATEGY: PARTICIPLE CLAUSES
The people living next-door were furious.
The cat sleeping in the garden was woken up by the noise.
The children playing rugby outside were quite scared when it crashed.
We had to apologise to a lady walking past the house.
This bears no resemblance to the product advertised on the website.
I hope the information provided
The plane crashed into will be sufficient.
the greenhouse, which
The details given in the
caused instruction booklet were useless.
considerable
damage.
The designers employed by your company should be dismissed.
The helicopter was heavy, making it almost impossible to carry.
The plane crashed into the greenhouse, causing considerable damage.
QUIZ: FIND THE MISSING WORDS
Dear sir or madam,
I am writing with re ____ to the model helicopter I recently purchased online from your company. It was su ____
to be a surprise birthday present for my eldest granddaughter but unfortunately it is completely uns ____.
On your website, the model plane was de ____ as ideal for children aged as young as six and was said to be a top-
quality product which was en ____ safe. We were therefore ge ____ shocked to open the package and find the
machine had ex ____ sharp edges on which a child could easily cut herself. In addition, when we at ____ to fly it, it
proved almost impossible to control and crashed into our neighbour's greenhouse, ca ____ significant damage.
Finally, we no ____ that after several minutes of use, it became dangerously hot and oil began to leak from the
bottom. Obviously it would have been utterly ina ____ to give this toy to a youngster as we had planned.
The product you sent us bears no re ____ to the one advertised and we would expect to receive a full re ____.
Additionally, we believe we are en ____ to a written apology and compensation for the damage this item caused
to our neighbour’s pr ____.
If you re ____ further details, please do not hesitate to contact us.
We look forward to hearing from you at the earliest possible opportunity and to the sw ____ and satisfactory
re____ of this matter.
Yours faithfully,

C. Higgins
QUIZ: CORRECT ANSWER
Dear sir or madam,
I am writing with regard to the model helicopter I recently purchased online from your company. It was
supposed to be a surprise birthday present for my eldest granddaughter but unfortunately it is completely
unsuitable.
On your website, the model plane was described as ideal for children aged as young as six and was said to be a
top-quality product which was entirely safe. We were therefore genuinely shocked to open the package and find
the machine had extremely sharp edges on which a child could easily cut herself. In addition, when we attempted
to fly it, it proved almost impossible to control and crashed into our neighbour's greenhouse, causing significant
damage. Finally, we noticed that after several minutes of use, it became dangerously hot and oil began to leak
from the bottom. Obviously it would have been utterly inappropriate to give this toy to a youngster as we had
planned.
The product you sent us bears no resemblance to the one advertised and we would expect to receive a full
refund. Additionally, we believe we are entitled to a written apology and compensation for the damage this item
caused to our neighbour’s property.
If you require further details, please do not hesitate to contact us.
We look forward to hearing from you at the earliest possible opportunity and to the swift and satisfactory
resolution of this matter.
Yours faithfully,

C. Higgins
Copyright