Heep Yunn School F.

2 English (2020-2021)
Letter of Complaint (Pre-writing)

Name: ________________________ Class: __________ ( ) Group: ________

Introduction
There are some reasons why we write a letter of complaint to express our dissatisfaction,
for example:
• when you are unhappy about the quality of the products/ goods
• when you are disappointed with the services you received
• when you are discontent about the company

In a letter of complaint, apart from airing your dissatisfaction in a polite and objective way, you would
also make suggestions on how problems could be solved and demand/ request something as
compensation.

Remember the purpose is not to make the recipient feel ashamed, but to report the problems to the
management so that the problems can be rectified

[Notes: for teachers only (P.2-3)]

ë You may ask students to pay attention to the use of connectives/ cohesive ties to link up ideas.
ë Sentences highlighted in yellow show the key areas of the complaint. You may draw students’
attention to the need of clarity (i.e. using topic sentences) when they make their complaints.
ë Sentences highlighted in blue represent the expectations of the writer, while sentences highlighted in
green refer to the actual experience, leading to the disappointment of the writer.
ë Words in red can be some useful vocabulary/ expressions/ sentence patterns for a letter of complaint.

Prepared by Miss W.C. Chu 1

Adapted from Successful Writing, Reading Explorer and other sources
Heep Yunn School F.2 English (2020-2021)
Format and Sample
Read and annotate the following letter of complaint.
Salutation Address of the writer Title of the recipient
Purpose of writing Demand/ Suggestions Topic
Name of the recipient Complimentary close Date
Contact details Name of the company Effects of the experience
Signature Name of the writer Address of the company

5/F, Windsor Heights

21 Austin Road Address of the writer
Tsim Sha Tsui, Hong Kong

2 October 2020 Date

Mr. Tony Wong • Name of the recipient

The Manager • Title of the recipient
Funky Fusion Restaurant • Name of the company
30/F, 6 Peking Road • Address of the company
Tsim Sha Tsui, Hong Kong
Salutation
Dear Mr. Wong,

RE: Complaint––Disappointing Dining Experience Topic

I am writing to complain about the unacceptable dining

experience two friends and I had at your restaurant on • Purpose of writing
September 30. As we were doing an English project on • Point out the aspect(s) that
fusion food, we were keen to experience this contemporary, you are unhappy about
imported style of cuisine. Thus, we were initially excited • Basic information: who,
when we made the booking to try your $88 fusion Sunday what, where, when and why
lunch buffet.

However, when we arrived, we were quite let down by

the lack of variety, and the number and style of your dishes.
There are a wide variety of fusion buffet dishes displayed
on your website that you claim to be based on Indian,
Malaysian, and Thai cuisines, so we expected to experience • Recount describing what
many taste sensations. Instead, we found there were only occurred at the restaurant,
and the areas and grounds
four curries, a few types of satay, a limited range of
for complaints
vegetables, one type of fried rice, and just two desserts––
mango pudding and fruit. Even more astonishing was the • Clear topic sentence
fact that there was no evidence in the dishes of any of the • Examples
contrasting aspects normally associated with fusion dishes.
They were all typical Asian dishes.

Prepared by Miss W.C. Chu 2

Adapted from Successful Writing, Reading Explorer and other sources
Heep Yunn School F.2 English (2020-2021)

Additionally, the dishes tasted bland and unremarkable. • Other complaints

Two of the curries––the chicken and the lamb––had exactly • Topic sentence with
the same sauce! Moreover, from their appearance and taste, paragraph’s controlling
we assumed they were not fresh. The chicken was dry and ideas
tasteless, and the lamb chewy rather than tender. When the • Supporting information
bill came, we were shocked to see that there was an extra and examples
$39.50 each for drinks, which are usually included in a • Try to include only 1 key
buffet. Along with the 10% service charge, this made your idea for each paragraph
$88 lunch a whopping $140.00

My friends and I feel very unhappy that we spent our

time and a large amount of money on a meal that was not • Effects of the experience
enjoyable, and had no association to the images on your site.
We were also unable to complete our English project • Feelings
successfully, and now feel misled and miserable about • Losses
the whole experience.

We believe that you should offer us an apology, and

make efforts in the future to increase the number and
variety of your buffet dishes, and improve their taste. You • Demand/ Suggestion
should also enhance their fusion elements, or else change
your website to reflect what is really on offer. You can • Contact details
contact me at 9780-0643 after 5 p.m. to discuss this
matter further.

Yours sincerely, • Complimentary close

Hughs • Signature
Kwan Hui Lim, Hugh • Name of the writer

Notes on salutation and complimentary close

If you know the name of the If you do NOT know the name of
recipient... the recipient…
Salutation Dear Miss/ Mr./ Mrs. XXX, Dear Sir/ Madam,
** Only write surname!
Complimentary Yours sincerely, Your faithfully,
close

Prepared by Miss W.C. Chu 3

Adapted from Successful Writing, Reading Explorer and other sources
Heep Yunn School F.2 English (2020-2021)
Useful language and sentence patterns
When you are writing a letter of complaint, you should keep a polite, objective and
formal tone. Avoid using short forms and slangs, but state the facts, feelings, and
demands clearly. You can also write in a mild or strong tone based on the feelings of
the writer of the seriousness of the complaint, but abusive language must never be
used, i.e. we try to get a strong message across without being rude.
1. To start a letter of complaint
I am writing to complain about…
Mild
I am writing to draw your attention to…
I am writing to express my disappointment about…
Strong
I am writing to express my strong dissatisfaction with…
2. To present your complaints and examples/ reasons
** Start a new paragraph for each different aspect of the topic. For each complaint you have made,
support it with a justification.
In spite of
the fact that I had made an online reservation a week ago.
Despite
Worse still, the dishes were cold and quite stale.
To make matters worse,
To my dismay/ disappointment, the waiter refused to take my order.
I was taken aback when there was a cockroach inside my meal.
I was deeply offended when the receptionist yelled at me rudely.
3. Conclude your letter by telling the recipient what you expect to get/ by providing suggestions
Mild I hope/ expect that this matter can be dealt with promptly.
I feel/ believe that I am entitled to a refund/ replacement.
I hope/ expect you will improve your service.
Strong I demand a formal apology/ an explanation from the manager
I insist on a partial/ full refund or else I shall be forced to take further action.
I hope that I will not be forced to take legal action.
Unless I receive the refund, I will have no choice but to take further action.

Some other useful adjectives to describe your negative experience:

appalling, disappointing, unpleasant, unsatisfying, displeasing, dismaying, damaged

Prepared by Miss W.C. Chu 4

Adapted from Successful Writing, Reading Explorer and other sources
Heep Yunn School F.2 English (2020-2021)
Task 1: Using the correct tenses
It is important to bear in mind that you should use past tense when you recount your unhappy experience.
Read the following letter of complaint and rewrite the underlined parts using the correct tenses.

Dear Sir/ Madam,

I am writing to complain about the poor experience my friends and

(1) had
I (1) had had at your escape room on 4 October.

Prior to our arrival, we (2) already made a booking for 7 p.m. We (2) had already made
(3) had arrived at the escape room at 6.45 p.m. as a representative
(3) arrived
(4) told us to arrive at least ten minutes early. We (5) were waiting
in the lobby but nobody came out to receive us. We (6) were (4) had told
standing there for over 30 minutes before someone finally (7) (5) waited
coming by.
(6) had been standing

A staff member (8) had been bringing us to our room. He (9) had (7) came
not apologised for the delay. In fact, he (10) had been being very (8) brought
rude. He (11) had told us to hurry up and get in the room, or else (9) did not apologise
we would forfeit our time and not get our money back.
(10) was
Regarding the escape room itself, it (12) had been quite a poor (11) told
experience. All the clues were either too easy or too difficult. While (12) was
I (13) had been working on one challenging clue, my friends
(13) was working
(14) figured out the rest. They (15) were solving theirs within
minutes and then tried to help me. Still, nobody had any idea what (14) were figuring
to do. We ended up trying things at random. I (16) had been pulling (15) solved
different levers, and then my friends (17) had turned the room
(16) pulled
upside down. Finally, something worked out but it was pure luck.
In retrospect, I think the clue (18) does not make sense at all. (17) turned
(18) did not make
We thought we were done but we were wrong. Although we (19) had solved
(19) had been solving all the clues, the room door did not open! The
staff outside (20) had explained that it was jammed. We (21) were (20) explained
being stuck there for another 90 minutes when they finally got the (21) had been stuck
door open.

(22) were
None of us (22) had been happy with this experience, and I believe
we deserve a refund. I would appreciate your assistance regarding
this matter.

Yours faithfully,
Sandra
Sandra Smith

Prepared by Miss W.C. Chu 5

Adapted from Successful Writing, Reading Explorer and other sources
Heep Yunn School F.2 English (2020-2021)
Task 2: Using appropriate linking words
Complete the following letter of complaint by choosing the best word or phrase to fill in the blanks.
Dear Mr. Temple,

I have just had my house decorated by your company and I am writing to complain about the totally
unsatisfactory standard of work done.

(e.g.) _____, (1) _____ I had originally arranged for work to begin on the 1st of this month, nobody
turned up (2) _____, (3) _____, the wrong date had been entered in your diary. (4) _____ I was forced
to take another day’s leave (5) _____ be at home when the painters arrived. (6) _____ my holiday
entitlements are limited to only three weeks a year; I could not afford to take any more leaves.

(7) _____, had anything like a decent job been performed by your men, I would have had no more to
say about this. (8) _____, this was not the case. I was appalled when I arrived home to find such a
shoddy job done. The wallpaper, (9) _____, was already peeling off the walls in places and quite
noticeably ripped in two places. (10) _____, the paintwork had (11) _____ not been sanded down and
the new paint was cracked and blotchy. (12) _____, cupboard doors had been painted closed and were
(13) _____ impossible to open once the paint had dried. (14) _____, I had to use a chisel to prize
them open again.

I telephoned your company first thing yesterday about this matter and they promised you would ring
me back before 1 p.m. (15) _____ this assurance, I have heard nothing and I should warn you that I
intend to take the matter further in the very near future.

I look forward to your prompt reply.

D. Smith

(e.g.) A. First of all (1) A. in spite of (2) A. although

B. Number one B. despite B. though
C. In the beginning C. although C. thus
D. Lastly D. even D. as
(3) A. seemingly (4) A. Because (5) A. so as
B. however B. Consequently B. for to
C. nevertheless C. And C. so as to
D. apparently D. As D. so to
(6) A. However (7) A. Frankly (8) A. Indeed
B. Nevertheless B. Nonetheless B. Unfortunately
C. Nonetheless C. But C. Besides
D. Considering D. However D. On the one hand
(9) A. actually (10) A. Secondly (11) A. hardly
B. on the one hand B. However B. evidently
C. for instance C. Yet C. never
D. on the other hand D. Not only D. yet
(12) A. On the other hand (13) A. on the one hand (14) A. At last
B. And B. on the other hand B. At least
C. More C. therefore C. Worse still
D. To make matters D. hardly D. Actually
worse
(15) A. Despite
B. Although
C. In spite
D. Though
Prepared by Miss W.C. Chu 6
Adapted from Successful Writing, Reading Explorer and other sources
Heep Yunn School F.2 English (2020-2021)
Task 3: Using a formal register
Register is extremely important in letters. In a formal latter, be careful not to use colloquial words or
expressions. Read the letter of complaint below and replace the underlined parts with their formal
equivalents. The first one has been done for you as an example.
Dear Sir/ Madam,

My family and I have just returned from one of your ‘weekend breaks’ in Paris (October 1-4) and I am
writing to (e.g.) tell you how fed up we were at the holiday we were given.

To begin with, (1) the hotel was a dump. As the bar was open to non-residents, the foyer was
permanently noisy and dirty. In fact, the noise from the disco was so bad that getting to sleep before
2 am on any night was virtually impossible. The bedrooms, too, were not up to standard: in our room,
the walls were damp, the basin was cracked, and the windows were (2) caked with grime and did not
open. As for my daughter’s bedroom, (3) the heating was on the blink and the bed had not been
changed since the last occupant.

Added to all this, the ‘fully-trained and experienced courier’ we had been promised turned out to be a
university student on a vacation job. (4) Mr. Johnson was really lousy at speaking French and one of
our party had to step in and act as interpreter on many occasions. Not only did Mr. Johnson have
problems on this score, but (5) he hadn’t a clue where we were going. This was evident on the second
day when he turned up late for our coach trip around the capital, examining a large map. When we got
going, it became clear that he was having great difficulty in following this map and we consequently
spent much of our day kneeling on our seats peering out of the back window of the coach at the places
we had just missed.

As you will realise, (6) we’re really cheesed off. I trust you will agree that at the very least we deserve a
letter of explanation from you and a substantial refund of our money. (7) We’ll sue you if you don’t
pay up.

Yours faithfully,
Paul
Paul Brown

A. the hotel was not at all as we had been led to B. he was also obviously totally unfamiliar with
expect from your brochure our route
C. covered with a coating of dirt D. express my strong dissatisfaction
E. the heating did not work F. we are thoroughly disgusted with the holiday
your company provided
G. Unless this is forthcoming, we shall have to H. Mr. Johnson’s hold on the French language
take matters a step further. was tenuous

(e.g.) D (1) A (2) C (3) E

(4) H (5) B (6) F (7) G

Prepared by Miss W.C. Chu 7

Adapted from Successful Writing, Reading Explorer and other sources
Heep Yunn School F.2 English (2020-2021)
Pre-writing Task
Share your ideas with your neighbours.

1. Do you like staying in a hotel? Why/ why not?

2. What do you think is the most important factor to consider when choosing a hotel? Explain your
answers.

3. What do you expect from a stay at a luxurious hotel?

(Possible answers. For reference only.)
• glittering hotel • hygienic and sterilised towels
• first-rate and extensive facilities • spacious
• complimentary breakfast • well-equipped
• impeccable housekeeping • receptionists: gracious, courteous, kind, pleasant,
helpful, friendly, professional, responsible, efficient

4. Have you ever been to hotels of poor quality? Describe your experience.

Prepared by Miss W.C. Chu 8

Adapted from Successful Writing, Reading Explorer and other sources