OPTIONAL TASK: READING AND WRITING PORTFOLIO 6

LETTERS OR EMAILS OF COMPLAINT

1. Read the letters/emails A-C quickly. Answer the questions.

Which letter(s)/email(s):
1) Is to Advertising Complaints Authority? B
2) Is to an internet service provider? A
3) Is to a property letting agency? C
4) Are about something paid for regularly? A
5) Is about something not paid for? C

2. Read the letters/emails again and complete the table.

Email A Letter B Email C
Has signed a
nine-month
Has been Has come across
contract to rent
paying for an ad for the
the following
Background broadband Vanguard 4X4 car
address: 14
since March - in The Guardian
Parkholme
25/month (15th June)
Avenue in
Candem
The connection Some problems
speed is too Advertisement in the house
Problem
slow in the is misleading have not been
evenings resolved yet
There is a leak in
the roof, some
Consumers get
Streaming video carpet need
confused
is impossible professional
regarding the
Effect and the speed is cleaning and a
environmental
just for light faulty freezer
credentials of the
browsing needs to be
companies
changed or
repaired
Switch off the Obtain
computer and quotations from
Write a reaction
the modem, wait reputable
Solution in The Guardian
for 5 minutes contractors to
to tell the truth
and switch them make necessary
on again repairs
This matter will
be passing to her He will expect an Will deduct
Warning
solicitor for investigation cost from rent
further action

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3. Look at underlined phrases 1-7 in the letters/emails. They are all
features that are not useful in letters/emails of complaint in English.
Match them to advise a-f.
a. Avoid apologising you are not in the wrong, so it is not
necessary 7
b. Avoid grammar or spelling mistakes 4, 5
c. Do not threaten legal action unless it is particularly
appropriate 2
d. Avoid rudeness 6
e. If you are complaining about someone in particular, be as
specific as possible 1
f. Avoid informal language (phrasal verbs, etc.) 3
4. Sometimes phrasal verbs are acceptable in formal correspondence if
they are very common or part of a useful phrase. Find one phrasal
verb used appropriately in each letter/email.
- Email A: switch on/off
- Letter B: look forward to
- Email C: resort to
5. Match phrases a-f in bold in the letters/emails to meanings 1-6.
1) (the person/think)being discussed c) in question
2) I am including with this email e) please find attached
3) I want you to b) I would appreciate it if you could
4) I disagree strongly with d) I would like to take the issue with
5) Resolve the problems f) put matters right
6) A copy of this letter has also been sent to a) CC
6. Most phrasal verbs have a more formal equivalent. Replace the
phrasal verbs in these sentences from letters/emails of complaint with
the correct form of these verbs.
1. The situation is greatly upsetting me.
2. I resent the implication that I am inventing problems with this
television.
3. Can you please review your records and confirm whether the bill is
correct?
4. I really cannot wait any longer for you to solve this.
5. I have always respected your company for its ethical policies, but
6. I would appreciate your help in resolving this problem as soon as
possible.
7. The customer representative arrived an hour late for our meeting.
8. I must ask you not to continue sending me threatening letters about
payment.
7. Read this email of complaint. The words/phrases in bold are
inappropriate in some way. Rewrite the email in your notebook.
1) Me and three mates three mates and I

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 2) I am putting I put in
3) Mins minutes
4) Turned up switched up
5) The rather rude woman told me the pretty rude woman told me
6) Put out put off
7) Canceled cancelled
8) Stormed out of
9) You ruined our evening thanks a lot! you have ruined out
evening
10) I apologise for writing this email, but I apologise for
writing this email but
11) Disapointed disappointed
12) I want you to explain what was going on
13) And you should expect to hear from my solicitor
14) Yours sincerely

8.
a. You have just returned from a disastrous two-week package
holiday. Think of reasons why your holiday was spoiled. Use the
cartoons and your own ideas.
It was raining all the time
The flights were delayed and even one was cancelled
The room was old and dirty
The receptionist was not respectful and did not helped us. He
also was aggressive and rude
The food was horrible and you can become ill with food
poisoning
Someone stole my friends bag with her passport inside
Mosquitoes were biting all the time

b. Make notes about your holiday in the table.

Booked three months ago
Paradise in Ibiza with all
Background
included
Paid: 700 per person

Broken bed
Problem Bad food
Drinks were not included

Food made us feel sick

Effect
We could not rest in the bed
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 We had to pay a lot for the
drinks
Repair and resolve all the
Solution problems by professionals +
money of the drinks back
A complain will be sent to the
Warning
OCU to start an inspection

c. Write your letter/email of complaint.

Dear Sir/Madame,

My friends and I have just returned from a weeks holiday in Mallorca. We

expected it to be the holidays of our life but we came home absolutely desolated.
This was our first trip together because of the end of the academic year. We never
forget about it but not in the best way.

First of all, the bed was broken and the room in itself was filthy. We booked 4
rooms and all of them were in the same conditions. The food was not in good
conditions either. Three of us, including me, were sick because of food poisoning.
Please find attached a document that corroborates our illness by a doctor from the
Mallorcas hospital. It took three days to get better. Finishing our odyssey, we
found out that not all drinks were included as it so we had to pay for all of them.

I fear this is a shame because I am sure that it is a good hotel but the bad things did
not let us to enjoy this hotel. I would not like anybody suffering the same again so I
am insisting you to repair and resolve all the problems that I have presented
previously. We also want the money of the drinks back as it is not a problem of the
travel agency but the policy one of the hotel. If not, I will have to present a formal
complaint in the UCO and an inspection will be done.

Yours faithfully,

Mara.