LETTER OF COMPLAINT

1. Letters of complaint are normally written in a formal style.

2. Mild or strong language can be used depending on the feelings of the writer or the seriousness of the complaint, but abusive language must never be used.

   Mild Complaint: I am writing to complain about a damaged videotape I bought at your shop. I hope you will deal with this matter/resolve this matter quickly.

   Strong Complaint: I am writing to express my disgust at the appalling treatment I received while staying at your hotel. I insist upon full compensation or I will be forced to take this matter further.

3. Start a new paragraph for each different aspect of the topic.

4. You should state the reason for the complaint in the first paragraph.

5. Any complaints you make should be supported with a justification.

6. Complaints and justification can be linked together as follows:

I still haven’t received the goods I ordered in spite of/despite the fact that I sent you a cheque three weeks ago.

Although/Even though I have only used the automatic tin-opener once, it no longer works. I have written to you twice but you have not taken any action.

I have already written to you twice. Nevertheless,/However, you have not taken any action.

1. Structure of a letter of complaint:

   Introduction. Paragraph 1 - reason for writing

   Main Body. Paragraphs 2/3 - complaints and justification

   Conclusion. Final Paragraph - suggested action to be taken, closing remarks

   Full name

2. Useful Language for Letters of Complaint

   Opening Remarks:

   MILD: I am writing to complain about/ regarding/on account of/because of/on the subject of .../I am writing to draw your attention to .../I am writing to you in connection with ... etc.

   Strong: I was appalled at/l want to express my strong dissatisfaction with/l feel I must protest/complain about, etc.

   Closing Remarks:

   MILD: I hope/assume you will replace/l trust the situation will improve/l hope the matter will be resolved/l hope we can sort this matter out amicably, etc.

   STRONG: I insist you replace the item at once/l demand a full refund/l hope that I will not be forced to take further action, etc.

Read the letter and state the topic of each paragraph. Is it a mild or strong letter of complaint? Then fill in the table below with the complaints and the justification.

Dear Sir/Madam,

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

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

Then, in spite of 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 dessert was quite stale. The menu claimed, though, that all desserts were freshly prepared that day.

My wife and I will not be dining in your restaurant again; however, as manager, you would be wise to guard against such appalling treatment of your customers in future.

Yours faithfully,

Larry Dunman

Punctuate the following letter of complaint and divide it into paragraphs. Then comment on the tone of this letter.

Dear Mr Haynes

i am writing to complain about the two alsatian dogs that you own 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 lawn has been dug up twice over the past three days furthermore their continual barking is extremely disruptive 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 neighbourhood which I consider unacceptable i hope that having made my feelings clear to you this matter can be resolved

Yours sincerely, William Penton