A LETTER OF COMPLAINT

A letter is complaint is written to an individual or organization in response to receiving poor

service or a product that is not fit for purpose. In a letter of complaint, it is important that you
detail your arguments and points as much as possible. A letter of complaint is structured in the
following way:
- in the first paragraph (introduction): explain the reason for writing.
- in the second paragraph (body): explain exactly what the problem is. Give all the necessary
details about where and when it happened and who was involved. Give other relevant
information in further paragraphs if necessary. You may include the following information if it's
applicable to the situation: the date/time of the issue, location, name of person on duty, name of
product, what the problem was, your account number, mode! number, price, warranty
information and reference number. Be sure to stick with the facts and avoid putting emotions
into your letter.
- in the final paragraph (conclusion): explain what action you want to be taken. If you received
poor service, you could request an apology or a coupon. If a product malfunctioned, you could
request that you could exchange the product for a new one or request a refund. If necessary, say
what action you will take if your demand is not satisfied.
Necessary, say what action you will take if your demand is not satisfied.

Useful language:
Reason:
I am writing to complain about / to express my concern about ...
I am writing to express my annoyance at / my strong dissatisfaction with ...
Further to my letter of May 13th in connection with ...
I am writing to draw your attention to...
I am writing in connection with...
I am afraid to say I have numbers of complaints about...
I am sorry to say that I was very disappointed with...
I was appalled at...
I feel I must protest/complain about...
I am not satisfied with...

Explaining the problem:

We ought to discuss the matter...
To make matters worse...
I was very disappointed to find that...
I would be grateful if you could ...
I should have been informed that...
The first problem was... Another problem was... The most visible problem ...
I hope you will understand that I was very dissatisfied ...
I believe you can appreciate how disappointed I was when ...

Demand:
I would like to hear your explanation for the above problems ...
I would therefore be grateful if you could give me a full refund ...
I would like a full refund as soon as possible...
I would like to have all or part of my money refunded ...
I must insist that you ...
I must urge you to ...
I feel I am entitled to a refund.
I feel I am entitled to some compensation for the inconvenience I have suffered.
I shall expect a written apology at your earliest convenience.
I would be grateful to receive a cheque for the outstanding sum without further delay.
I would be very grateful if you could ensure that your sons turn their music down after 11 p.m.
Please would you be so kind as to dissuade your sons from playing such loud music so late at
night.
I must insist that you deliver the piano with no further delay and at no additional expense to
myself.
... would be appropriate compensation for the inconvenience caused to my family.
In view of the many ways in which it did not match the claims made for it in your publicity,
I expect a substantial refund.
In light of the above I feel I am entitled to a full refund and a formal apology
Under the circumstances, I feel that an apology should be offered.
For these reasons, I would suggest that the cooker needs to be replaced at your earliest
convenience.
I must ask you, therefore, to refund the full cost price of... plus the postage of...

Threat:
I shall have no alternative but to put the matter in the hands of my solicitors should your cheque
not be
received by May 1st.
Unless I hear from you within 10 days, I shall have to take legal advice on the matter.
If I do not hear from you before May 3rd, I shall be obliged to take matters a step further.
If your son does not refrain from...in the future, I shall have no choice but to contact the police.
Should I receive no satisfaction, I will be forced to ...

Ending:
I hope you will consider the points I have raised very carefully.
I hope/assume you will replace...
I trust the situation will improve...
I hope the matter will be resolved...
I hope we can sort this matter out amicably
I look forward to hearing from you.
I look forward to hearing from you in your earliest convenience.

Sample Letter Analysis

You should spend about 20 minutes on this task.
You have bought a washing machine. First you found that the machine did not work
property, and you had it changed. Then you found that the new one seriously entangled the
clothes.
Write to the manager of the company to complain about it.
You should write at least 150 words.
You do NOT need to write your address.
Begin your letter as follows:
Dear Sir or Madam,
Dear Sir or Madam,
On June 17, 2010,1 purchased a washing machine (Sodina ZB55-608) from your company. A
few weeks ago I found that while working it turned to only one side. A technician of your factory
tried to fix it but failed and I asked you to change it for a new one. Now I’m afraid that I have to
ask you to change it again.
This one turns to both sides all right, but it entangles the clothes so seriously that when it
automatically begins to spin the water out, the machine would often shake madly and stop by
itself. In the instruction booklet you have not mentioned this defect, neither have you told the
user how to solve the problem. I am quite annoyed by the fact that sometimes when I came back
from work to take the clothes out to dry, they were still unwashed.
Please change a new one that does not entangle the clothes.
I hope you will resolve the matter to our satisfaction.
Yours faithfully,
Larry Smith (177 words)
Analysing this sample letter
The main parts of this letter are:
1. The writer includes all important facts about his purchase: when and where he purchased
the washing machine. He also mentions when he discovered the problems and what they
were.
2. Next, he outlines the steps he has already taken to get the problems fixed.
3. Then, he states exactly what he wants done about the problems: changing a new washing
machine for him.
4. Last, he finishes his letter with a respectful tone by asking the recipient for his specific
action.
Commonly-used words and expressions in a complain letter
annoy
apologise
complain
defect
disappoint
dissatisfy
embarrass
inconvenient
inform sb of sth
refund
resolve
rude
unreasonable
You bought a TV a week ago but when you got home you discovered it did not work
properly. You called customer service to report the problem but you have not yet received
any help.
Write a letter to the company and in your letter:

 Introduce yourself
 Explain the problem
 And state what action you would like from the company
Write at least 150 words.
You do NOT need to write any addresses.
Begin your letter as follows:
Dear ... ,

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