WRITING TIP When we write a formal letter of complaint about a problem (e.g. something we have bought, the services in 4 restaurant or hotel, etc), we divide it into three parts: « in the introduction, we state the reason for writing, (i.e. say whatlwho we are complaining about and why). «inthe main body,* we state our complaints and give examples and/or reasons to support them. We use a separate paragraph for each topic. « in the conclusion, we state what action we expect to be taken * The main body can consist of one or more paragraphs, depending on the number of specific complaints we have. The tone of our letter must be polite and we should never be rude. 11 Read the model and fill in the numbered gaps with linking words/phrases from the list. Then, list the specific complaints made, as well os the ‘examples/reasons given to support them. Moreover, Finally, To begin with, because, Despite, although Dear Mr. Howard, | am writing to complain about the service I have received from your company since ordering a jumper from your mail-order catalogue on 15th January. Mecca » the jumper was not prog packaged. When I received it, | was shocked nn jumper actually hanging out of the package, tom and diy, 2)... Thad been told that all parcels were well packaged. 3). «was extremely annoyed to discover thal the jumper sent to me was notthe cone | ordered. 4) sna Of6ering a size 10 blue jumper (code #26345), I received a size 16 red jumper (code #26354) 5). . to make matters worse, the people I spoke ton your customer services department were very unhelpful. When | telephoned to inform them of their mistake, the staff were rather unwilling to help me solve this problem, which surprised me 6) .. svouee YOU catalogue states that you have an excellent customer services department. Please replace the jumper with the correct one as soon as possible and provide a full explanation for the poor service | received. Yours sincerely, Amanda Lee Not up to Ity Expectations 12 — Read the rubric and underline the key words, then answer the questions. You recently went on a cruise to the Caribbean. Unfortunately, you were very disappointed with the holiday. Look at the company’s advertisement, together with your notes, then write a letter to the company, complaining about the holiday and asking for a refund. (120-180 words) Mens What type of letter is this? What style will you use? Why? How will you begin your letter? How will you end it? What topic sentences will you use for the main body paragraphs? 13 Now use your answers to Ex.12 and the plan below to write the letter. Do not include any addresses. Plan r Dear Sir/Madam. Introduction Paragraph 1: reason for writing ’ Main Body Paragraphs 2 - 4: complaints (with examples ‘ondfor reasons) ‘ Conclusion Final paragraph: Yours faithfully Si se (your full name) action to be taken n