Business letters
Letter of Complaint
Objectives
● Define a complaint letter
● State the purpose of a complaint letter
● Outline the format of a complaint letter..
● Work collaboratively to write an outline of a
complaint letter
● Complete a worksheet on letters of
complaint
Do you know?
● In your own words, what is a business
letter?
● What are the different kinds of
business letters? List them
● What do you know about a complaint
letter?
● What is the purpose of this letter?
● Who is it written to?
● Who is it written by?
● Do you know the structure of a letter
Sample letter of Complaint
https://docs.google.com/document/d/
1Wfxtw7uGmuHLvBexgS4p5D7XDssVpiOIBI9Z0fFkJkg/edit?
usp=drivesdk
Definition
A letter of complaint is a written communication that is
typically sent to a company, organization, or individual to
express dissatisfaction or concern about a product, service, or
situation. Its primary purpose is to formally bring attention to a
problem or issue and request a resolution or corrective action.
Even though you may be angry, the tone of your letter should
be respectful and constructive. After all, the person reading the
letter may not be directly responsible for the problems you are
having. He or she will be more likely to want to help you
resolve your issues if you are courteous. Include all relevant
details, but be concise.
Include:
❏ Store name and
location ❏ Serial and model numbers (if
❏ Your account number any)
(If any)
❏ Copies of receipts, invoices,
❏ Relevant dates, such
as when you bought and warranties
goods or services and ❏ Copies of previous
when the problem
correspondence, such as
began
❏ Names of sellers, emails, chat logs, or letters
customer service ❏ Your contact information
representatives, or
managers with whom
you’ve addressed the
Linguistic Features
Formal Language: Complaint letters typically use formal
language to convey seriousness and respect. Avoid overly
casual or informal expressions.
Polite Tone: Maintain a polite and courteous tone
throughout the letter, even if you are upset about the
issue. Politeness is essential for effective communication.
Clear and Concise Language: Express your concerns
clearly and succinctly. Use straightforward language to
ensure that the recipient understands the problem without
ambiguity.
Specific Details: Provide specific details about the issue,
including dates, names, product or service information,
and any relevant facts. This helps the recipient identify
Use of Passive Voice: Passive voice is often used in complaint
letters to depersonalize the message and emphasize the problem
rather than assigning blame. For example, "The product was
damaged during shipping" instead of "You damaged the product
during shipping."
Emotionally Neutral Language: While it's important to convey the
impact of the problem, avoid using overly emotional or accusatory
language. Stick to facts and objective descriptions.
Adverbs of degree: Use descriptive adjectives to emphasize the
severity of the issue. For example, "severely damaged," "completely
unsatisfactory," or "unacceptably poor."
Factual Statements: Ground your complaints in factual statements
and avoid making baseless accusations or assumptions.
Empathetic Language: Express understanding for any inconvenience
caused to the recipient. This can help establish a cooperative tone. For
instance, "I understand that mistakes can happen, but..."
Request for Action: Clearly state your expectations for resolution, whether
it's a refund, replacement, repair, apology, or any other specific action. Be
direct in requesting what you want.
Use of Modals: Modal verbs like "should," "must," and "may" are often used
to express necessity, possibility, or permission when discussing desired
actions or solutions.
Gratitude and Closing Remarks: Express appreciation for the recipient's
attention and assistance in resolving the issue. End the letter on a positive
note, such as "Thank you for your prompt attention to this matter."
Sample Letter of Complaint
Outline of a letter of complaint
https://docs.google.com/document/d/1pMEJieawtQXFtUEZNIL0rn_UWzuTDWDktxlXuh8MKbQ/edit?usp=drivesdk
Worksheet on Letter of
Complaint
https://docs.google.com/document/d/
1dp1wAavugiqguutAJSG6SeXHAYzSOW21QUyiOwS0XK4/edit?
usp=drivesdk
