LETTERS OF COMPLAINTYou and your wife ate at an expensive restaurant. However, you did not enjoy the meal for a number of reasons. Write a letter to the manager describing them and asking for action to be taken.

LAYOUT

Opening remark

• Complaint 1 and justification• Complaint 2 and justification• Complaint 3 and justification

Body2-3 paragraphs

• Suggested action to be takenClosing remark

• Reasons for writing (1 sentence)

LETTERS OF COMPLAINTYou and your wife ate at an expensive restaurant. However, you did not enjoy the meal for a number of reasons. Write a letter to the manager describing them and asking for action to be taken.

MODELOpening remark

Reasons for writing

I want to express my strong dissatisfaction with the service I received during a visit to your restaurant on December 12th.

MODELFirstly, I had booked a table for my wife and myself for 8:30, but it was 9:00 before we were seated. Such a delay seems to me inexcusable.

Complaint and justification 1

Then, despite the fact that I had repeated our order to check that the waiter had heard me correctly, he proceeded to bring us the wrong starters. Such careless service should not be tolerated in a restaurant which charges such high prices.

To make matters worse, the chocolate gateau we were served for the dessert was quite stale. The menu claimed that all desserts were freshly prepared that day.

Complaint and justification 2

Complaint and justification 3

LETTERS OF COMPLAINTYou and your wife ate at an expensive restaurant. However, you did not enjoy the meal for a number of reasons. Write a letter to the manager describing them and asking for action to be taken.

MODELEnding remarks My wife and I will not be dining in

your restaurant again; however, as manager, you should guard against such appalling treatment of your customers in future.

Introduction Say the reason for the complaint in the 1st paragraph.

Usually formal

I am writing to complain about a damaged videotape I bought at your shop.

Practice writing the introduction of a letter of complaint for the following situations:

1. Your 2-year-old daughter cut herself when playing with the new toy.2. The top rack of the dishwasher has broken.3. The company still deliver the equipment to the wrong address.4. The shirt’s red collar has turned pink.5. You have to share a bathroom with other guests.

PRACTICE

Complaints and justification Any complaint should be supported with a

justification

I still haven’t received the goods. I sent you a cheque three weeks ago.Complaint: I still haven’t received the goods.Justification: I sent you a cheque three weeks ago.

Complaints and justification can be linked together:

I still haven’t received the goods although I sent you a cheque three weeks ago.

PRACTICE

Link the complaints and justificationPRACTICEComplaint1.My 2-year-old daughter cut herself on the toy.2.When we received the bill we realised we had been charged the full price.3.The top rack of the dishwasher has broken.4.You still keep delivering equipment to the wrong address.5.I received a letter saying my licence has expired.6.The shirt’s bright red collar has turned pink.7.I had to share a bathroom with other guests.

JustificationA.I sent you a cheque to renew a month ago.B.I informed you of my change of business address.C.I booked a room with a private bathroom.D.I have only used it three times.E.You claim it is safe for children over 18 months.F.The label states that it can be washed at temperatures without the colours fading.G.We were told there would be a 20% discount if we ordered before June.

Cohesion in the letterPRACTICE

Between paragraphs:

Firstly, I had booked table […]

Then, the waiter brought us the wrong starters […]

To make the matter worse, the cake was stale […]

Within a paragraph:

My wife and I will not […]; however, […]

In spite of the fact that […], the waiter brought the wrong starters.

Find the cohesive devices in the letterPRACTICE

Dear Mr Haynes,

I am writing to complain about your two dogs.

Although I have repeatedly asked you to prevent the dogs from leaving your garden, you have failed to do so. As a result, my front garden has been dug up twice over the past three days.

Furthermore, their barking is extremely annoying, both to local residents and myself.

Finally, I feel that these dogs have a tendency to be aggressive, as I have told you in the past. Nevertheless, they are allowed to roam the streets of our neighborhood, which I consider unacceptable.

I hope that this matter can be resolved.Yours sincerely,William Penton

Sentence completionDear Sir/Madam,

I/ write/ complain/ washing machine/ I / recently/ buy/ your company.

When/ I/ use/ machine/ first time, it/ work properly/ and/ clothes/ come out/ clean and fresh. However/ I/ use/ machine/ second time, it/ seem/ to have been a malfunction/ during/ rinse cycle.

Furthermore/ when/ I try/ wash/ another load of laundry, same thing/ happen. Besides, machine/ not heat/ water/ to the right temperature. Although/ I/ turn the dial to 50oC, water/ in/ machine/ remain/ cold.

I/ hope/ matter/ can/ solve.

PRACTICE

Closing remarksClosing remarks:I hope you will replace […]; I insist you replace the item at once.I trust the situation will improve soon.I hope the matter will be resolved.I hope that I will not be forced to take further action.

Practice writing the closing remarks for the following situations:1.Your 2-year-old daughter cut herself when playing with the new toy.2.The top rack of the dishwasher has broken.3.The company still deliver the equipment to the wrong address.4.The shirt’s red collar has turned pink.5.You have to share a bathroom with other guests.

PRACTICE

Letter writing

1. You stayed at a holiday resort recommended by your travel agent. However, you did not enjoy your stay due to a number of difficulties. Write a letter describing them and asking for action to be taken.

2. You have recently bought a cassette player but it does not work properly. Write a letter of complaint to the manager of the shop where you bought it.

PRACTICE