1.

Covering letter

Sender’s personal info. (opt.)

Name:
Address:
Postcode:
Date:

This section can Example:

Receiver’s personal info. (must-have)
be left-sided or Ms. M. Wilson
Name:
centered. JBD Bank
Address:
Normally, left- 56 Cheapside
Postcode:
sided is more LONDON EC4Y 2WD
formal. Date:
23 June 20xx

- Greetings: Dear Sir/Madam,

Dear Ms./Mr./Mrs. [name],
e.g., Dear Ms. Wilson,
Paragraph 1: Reason for writing (Where did you find the info?)
e.g.
I am writing to apply for the job of customer advisor, as advertised on
your website on 13 June (reference WRF/236)
Paragraph 2: Show your strength (personally)
e.g.,
I am numerate, I have good personal skills, and I am very interested in
Personal strengths
(no evidence) banking. I like contact with customers, and I am good at communicating with
people.
Paragraph 3 + 4: Personal strengths related to the job (Why you are suitable for the
job? E.g., academic background/experience/etc.) – ref from CV
e.g.,
As you can see from my CV, I studied economics at school, and I am now
Academic bg
normally goes first.
studying for a diploma in business studies. I think this gives me a good
background for the job.
I am currently working part-time in a bookshop, so I have experience of
Working exp. dealing with customers and handling money. Every day I prepare the cash
balance when we close the shop. Presently, during the holiday period, I am also
helping my uncle with his accounts on the computer.
Paragraph 5: Express your willingness to be invited to an interview for the job. (Leave
contact info.)
e.g.,
I would be very pleased to have the opportunity to discuss this application
further. You can contact me by email at: jsmith@meganet.com. Contact info. (phone
no., email, skype, etc.,
- Ending: look forward to + V-ing but normally email.)
Faithfully yours/Yours faithfully, (Greetings: Sir/Madam)
Sincerely yours/Yours sincerely, (Greetings: Ms./Mr./Mrs.)
[Signature + full name]

NOTE: NO short forms (e.g., I’m  I am, I’ve  I have, etc.)

 2. Emails
a. Customer complaints
From: your email
Basic info.
To: receiver’s email
Must-have
Subject: problem
- Greetings: Dear Sir or Madam,
Paragraph 1: Describe the situation/state the purpose of the writing.
e.g.,
I am writing to complain about the service in your local branch.
Paragraph 2: Explain: state the problem in detail (When & how it happened?)
e.g.,

Problem in detail. Last week I visited the bank to pay the bill for my Internet account.
Express your As usual I had to wait fifteen minutes just to get some service from your
feeling (optional) counter staff. They all seemed more interested in discussing their
weekend plans than serving customers.
Paragraph 3: Effect (How the problem affected?) & attach copies for supporting
docs
e.g.,
I arranged to transfer $126 to the Internet company’s account by
Fully describe the
direct transfer. However, this morning I received a letter from the
effects of the
company telling me that the bill has still not been paid. As a result, they
problem
will stop my services unless I pay the bill plus $30 penalty charges.
Paragraph 4: Request solution/date action.
e.g.,
I would like to know what you propose to do to correct the mistake
Request solution made by your assistant. As a minimum, I think you should pay me for the
charges I must now pay the Internet company because of your mistake.
- Ending: Look forward to + V_ing
Yours faithfully,
[Signature + full name]
 b. Handling customer’s complaints
From: your email
Basic info. To: receiver’s email
Must-have
Subject: [Reason for writing]
e.g., Re: current account payments.
1. Acknowledge the customer’s letter:
Thank you for your email regarding the overcharging on your current
account.
2. Apologize for the mistake:
We would like to apologize for the mistake we made with your account
last week and we certainly understand your frustration.
3. Explain how it happened:
On April 22 we issued a check from your account pursuant to your
instructions. The amount of the check posted to your account was
incorrect. The problem was due to a computer mistake in recording the
date of salary payments.
4. Current solution, explain & offer some compensation:
We cancelled this erroneous entry and posted a correction on April 23,
reflecting the correct check amount. We have now taken steps to correct
the software system to make sure it cannot happen again. The money has
now been returned to your account and we would like to offer you $30 as
a compensation for the mistake and the inconvenience you have suffered.
These entries will appear on your April monthly statement. We will send
you a voucher for our mistake and hope that you still use our services in
the future.
5. Make 2nd apology:
Again, we apologize for any inconvenience this may have caused. If you
have any further questions regarding this matter, please contact our
Customer Service Department at xxx-xxxx
6. Formally closing.
Yours sincerely, …
 c. Non-payment reminder:
From: your email
Basic info.
To: receiver’s email
Must-have
Subject: Reminder of non-payment
Date: June 8th 2023
Our ref: Loan contract no. 1234
Dear Sir or Madam,
We are writing this email with reference to the Loan contract no.1234.
Reason/purpose
We would like to remind you of the unpaid interest rate that your company
of writing
has not paid in time. Here are the details of your contract:
- Total loan: VND xxxbn
- Interest rate: zz%/month
- Term: y months
Details of the - Maturity date:
loan
In the 1st quarter, the interest rate accounts xx%. The maturity day is
mm/dd/yyyy. It means your company is late in d days. I hope that your
company forgets this by accident but not any financial problems.
We would appreciate it if you could give this matter immediate
Methods of attention and send us the payment by bank transfer.
punishment/
If your company doesn’t follow our requirements, we will apply the
Solutions punishments mentioned in our contracts. It means you have to pay xx [an
amount of money] for one late day.
I’m looking forward to hearing from you soon.
Best regards,
[Full name]
Sales staff [position] – [tel] – [fax]
 3. Memorandum
From: Jean Martin
Basic info.
To: all sales staff
Must-have
Subject: New guidelines for business travel expenses.

Introduction Following our investigation into business travel expenses, we are

Explanation for the
purpose of the memo introducing the following new guidelines for business travel expenses:

1. All staff must make claims within 30 days.

Staff must use the travel expense form.
2. Individual booking of flights is prohibited. The only exception is if staff
have a written letter from the manager.
Listed items 3. Staff must present invoices to support all expense claims.
If not, claims will be rejected.
(Numbered/bullet pts)
4. In future, staff are not allowed to reserve four-star hotels.
Staff must observe the new limit for daily expense of $xxx
5. Management can/may use business class when flying long distance.
For short European flights, staff must use economy class.
6. …
7. …

Concluding note. Thank you in advance for your co-operation.

Used for thanking, Jean Martin [Full name]
offering to answer Finance Director [Job title/Position]
queries, etc.

A good memo
1. Makes it clear who is meant to read it (to: …)
2. Has a short subject heading => make clear what the memo is
about.
3. Presents info briefly & clearly as possible, using numbered
lists/bullet points.
4. Normally written in formal style => avoid using I/you/we