How to write a letter of complaint

Layout

1. The sender’s name/surname (optional), address, telephone (optional) and e-mail

(optional) in the right upper corner
2. The recipient’s name/surname, position, name and address of the company on the left
side
3. Date
4. Opening (Dear…)
5. Introduction
6. Body of the letter ( your complaint; describe the problem and what you would like to get)
7. Conclusion
8. Closing (I am looking forward to)
9. Signature
10. Name and job title (optional)
11. Enclosure (if there is any; e.g. I am enclosing to this letter my bill)

Language

● Formal

● Avoid contractions (can’t; don’t)

● Avoid very long and very short sentences

Note 1: The three parts of the letter should be clearly distinguished, a line must be left between
each paragraph.
Note 2: The letter should contain no less than 150 words. The word count starts from the words
"Dear…" and goes up to the signature.
Note 3: Contractions count as 1 word (N.B. In Cambridge exam papers contractions count as 2
words (exception: can't=cannot, hence 1 word). Numerals count as 1 word (e.g. 150) but if
written in words, count as separate words (e.g. one hundred and fifty- 4 words).

Opening

Dear Sir/Madam
Dear Mr. Taylor

Body paragraphs:

1) Describe the reason for writing the letter (e.g. I am writing to express my dismay at the
service your office provided me with.)
2) Describe in detail what went wrong (e.g. Your office sent a technician to fix my air
conditioner, but two days later it broke down again.)
3) Describe what you would like to happen now ( e.g. I would like to ask for a refund for the
fee I paid to the technician who failed to do his work properly.)
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Closing

I look forward to hearing from you.

Don’t hesitate to contact me if you need further information.

Closing phrases

Yours sincerely (for the opening Dear+ Name)

Yours faithfully (for Dear Sir/Madam)
Yours truly, Best regards, Best wishes (less formal)

Complaint Letter Sample

24 Tumanyan St., Apt. 4

Yerevan, 0052, Armenia

Tigran Tigranyan
Customer Service Manager
Vivacell-MTS
4/1 Argishti Str.,
Yerevan 0015, Armenia
January 24, 2022

Dear Mr. Tigranyan,

I am writing to express my strong dissatisfaction about receiving wrong information in one of

your offices, which caused a lot of inconvenience.

Two weeks ago I came to the Vivacell office located on Amiryan Street to change my tariff plan.
The assistant offered me a tariff plan called “Speed Up”, explaining that it included 200 minutes
and unlimited internet throughout a month. The price for the plan was unbeatable, only 3000
AMD, and I agreed to take it.

However, having used the internet for two weeks, I realized, to my surprise, that I had no access
to the internet any more. I immediately called the office to clarify the matter. They said that the
tariff includes a limited number of gigabytes and that I had used them all up. That information
totally contradicted to what the assistant in the office had told me. I am utterly disappointed. I
have been using Vivacell services for more than 10 years and I have never received such poor
assistance from any of your offices.

I find this situation totally unacceptable. I should not bear the consequences of the assistant’s
inability to convey the information accurately. Thus, I demand Vivacell Company to allow me
to use “Speed Up” tariff plan with unlimited internet as a refund for this confusion.

I trust the matter will receive your immediate attention.

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Sincerely yours,

Petros Petrosyan

School Principal

Useful Phrases
Introduction

● I am writing to complain about ...

● I am writing regarding ...

● I am writing on account of ...

● I am writing on the subject of ...

● I am writing to you in connection with ...

● I am writing to tell you how disappointed/annoyed I feel about ...

● I am writing to draw your attention to ...

● I want to protest about ....

● I was deeply dissatisfied with/by ...

● I am writing to express my strong dissatisfaction with ...

● I am writing to express my disgust at the appalling (treatment I received while staying at

your hotel)

Body

● I was amazed/distressed/horrified to find that ...

● As you must realize, ...

● I am sure you know that ...

● I am sure you can imagine ...

● I am sure you will appreciate that ...

● It goes without saying that ...

● You can imagine how we felt when ...

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 ● As well as this, ...

● In spite of the fact that ...., ...

● To make matters worse, ...

● Although I was told there would be ...

● I used it/them only a few times ...

● The label says ...

● I haven't received the goods I ordered ...

● The brochure mentioned ...

● There is a one-year guarantee ...

● I was appalled at the poor quality / rude service / unsatisfactory accommodation /

overpriced rooms

Conclusion

● At the very least, I look forward to receiving ...

● I feel you are responsible for ...

● I feel you are partly responsible for ...

● I feel you have a responsibility to ...

● Unless you ... , I am afraid that I will have to take this matter further.

● The least you can do is ...

● I insist on immediate action ...

● I insist upon full compensation or I will be forced to take this matter further.

● I insist you replace this at once.

● I demand a full refund ...

● I hope you will deal with this matter quickly.

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● I hope you will resolve this matter quickly.

● I hope this matter will receive your immediate attention.

● I trust this matter will receive your immediate attention.

● I trust the situation will improve.

● I hope we can sort this matter out amicably.

● I hope that I will not be forced to take further action.