A LETTER OF COMPLAINT. Layout

A LETTER OF COMPLAINT

Layout

In a formal letter of complaint we can use a MILD tone to sound more polite or a STRONGER tone when we are extremely upset or annoyed. However, we must never sound rude.

Greeting	Name unknown: Dear Sir/Madam, Name known: Dear Mr…/ Dear Ms… + surname
Introduction Paragraph 1: Reason for writing State the complaint, saying what has happened and where/when the incident took place.	Mild: Ø I am writing to complain about… Ø I am writing in connection with…(the terrible behaviour/ attitude / rudeness of…) Ø I was disappointed by the hi-fi I recently I purchased from your company. Strong: Ø I am writing to express my strong dissatisfaction at the quality of service offered by your restaurant. Ø I wish to express my dissatisfaction/ unhappiness with the product/ treatment I received from … on …
Main body Paragraphs 2 – 4: Write your complaints, giving examples or reasons. Write a new paragraph for each complaint.	Use Ø firstly, Ø secondly, Ø to start with, Ø what is more, Ø furthermore, Ø another problem is, Ø to make matters worse, etc to link your complaints.
Conclusion Paragraph 5: Ask for some kind of compensation, e. g. an apology, a refund, a replacement, etc.	Mild: Ø I would greatly appreciate it if you could look into the matter. Ø I trust that you will give this matter serious consideration and that this will not be repeated. Ø I expect an apology and I would also like a full refund for the jacket Ø I would ask you to replace the defective CD or give me my money back. Ø I hope I may expect compensation in the form of a new machine. Ø I expect a full refund on my ticket as compensation, as well as a written apology from the airline. Strong: Ø I insist on/demand an immediate refund/replacement, or I shall be forced to take legal action. Ø I hope that I will not be forced to take further actions.
Closing remarks	Ø I hope to hear from you at your earliest convenience. Ø I look forward to hearing from you at your earliest convenience Ø I hope that you will deal with this matter quickly. Ø I would appreciate your help.
Signing off	If Dear + name: Yours sincerely, if Dear Sir/Madam: Yours faithfully,
Name	Your first name + surname

Sample 1

Dear Sir/Madam,

I am writing to express my complete dissatisfaction with the meal I was served last night at the local branch of Benny's, and my anger at the behaviour of the supervisor when I complained.

Firstly, the service was extremely slow. Despite the restaurant's claim of fast service, I had to wait fifteen minutes to give my order, and a further twenty minutes for the food to be served.

Furthermore, the advertisement describes the food at Benny's as delicious. However, the chips were raw, the meat was still frozen in the middle and the tomatoes were rotten.

To make matters worse, even though the restaurant claims that their customers always come first, when I complained the supervisor insisted on my paying for the meal, and when I refused he rudely told me to leave.

As you can imagine, I am extremely upset. I feel I am entitled to a full refund, in addition to a written apology from the local manager. I look forward to receiving your prompt reply.

Yours faithfully,

Maria Sanchez

Sample 2

Dear Sir/Madam,

I am writing to complain about a fax machine which I recently purchased from your company. The machine is your Intellifax Laser 260.

To begin with, when I ordered the machine, I was told it would be delivered in three weeks. However, it took over six weeks for the machine to arrive. What is more, when it finally did arrive, the lead was missing and I was obliged to buy one.

Secondly, despite the fact that the instruction manual states that the machine works with plain paper, my printout copies are unclear and almost impossible to read. I find that the only way that I can get a clear printout is by using a very expensive brand of paper. To make the matter worse, although I am using this high quality paper, the machine continually jams.

I would appreciate it if the machine could be replaced as soon as possible. I also expect a full refund of the money I paid for the missing lead. I hope that this matter will be resolved as quickly as possible.

Yours faithfully,

William Stern

Sample 3

Dear Sir/Madam,

I am writing to complain about the terrible service provided by your airline when I travelled with you on flight 132452 to Rome last Thursday.

Firstly, although the flight was delayed for over two hours, passengers were given no explanation for the delay and we were not even offered a drink.

In addition, when we finally bоаrded the plane, the staff were most unhelpful and refused to respond to the call button. One member of the cabin crew actually spilt coffee on my jacket. However, he made no effort to clean it up or to apologise.

To make the matter worse, when we reached our destination, one of my suitcases was open and some
of my clothes were missing.

As you can imagine, I was extremely upset and angry about the whole experience. I expect a full refund on my ticket as compensation for the missing items, as well as a written apology from the airline.

I hope to hear from you at your earliest convenience.
Yours faithfully,

Ian Webb

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