myClass Teachers’ Notes

Intermediate
Writing with a purpose
W05

Writing a letter of complaint

Lesson description
In this lesson you will get practice writing a letter of complaint about a purchase you made on the
internet. You will learn useful phrases and ways of organising your ideas. You will also be able to
describe problems related to shopping.

Aim
Writing a letter of complaint.

Language
•  Vocabulary related to faulty products.
•  Useful email phrases and linkers.

Task
Writing a letter of complaint.

Materials
Handout.

Suggested running order

Lead-in Doing a test and discussing ideas.
Input Brainstorming ideas, reading a model letter, comprehension questions.
Language focus Useful phrases.
Task Writing a letter of complaint.

Lead-in

Learners do the test and discuss their ideas with their partners. Get feedback.

Input

1 It would be a good idea to google some of the words / phrases in the mind-map (e.g. stained,
torn, scratched, damaged) and put photos on IWB to introduce and also clarify meaning.
Let students discuss and add in some suggestions to the mind-map. Get feedback on other
suggestions and check the form and meaning of all terms.
2 Students read and answer questions. They then check their answers in pairs before feeding
back to the class.
Answers
1 Pear Tablet 4.0 (note: this is a made up product).
2 www.myOnlineGoods.com
3 No.
1  myClass  Intermediate W05 PHOTOCOPIABLE © British Council 2014
 myClass Teachers’ Notes

Intermediate
Writing with a purpose
W05

3 Students read again and answer questions. They then check their answers in pairs before
feeding back to the class.
Answers
1 He paid extra for next day delivery but it arrived after four days. He couldn’t get money back. The
screen was scratched. Needed to bring it in himself to service centre.
2 Reduce credit card charge (£20) and collect tablet.
3 Within 2 working days.
4 Students discuss the questions. Get feedback on their ideas / thoughts.

Language focus

1 Students put words into spaces. They then check their answers in pairs. Get feedback and
check / clarify meaning.
Answers
1 c. complain 4 h. dissatisfied 7 l. first 10
b. grateful
2 k. attach 5 e. shocked 8 i. second 11
j. hear
3 f. faithfully 6 a. unacceptable 9 g. expect 12
d. resolve
2 Students complete the stem sentences with their own ideas. They then check in pairs before
feeding back to the class.

Task

1 Students think about an object and a problem and draft the details / notes of the email. When
they have finished they should discuss the details with a partner.
2 Students write a first draft of the email.
3 If time permits, swap drafts with a partner and give feedback based on the writing checklist.
4 Students complete the second draft in class or at home.

2  myClass  Intermediate W05 PHOTOCOPIABLE © British Council 2014