Name: …………………………………..

Unit 5: Making a Complaint

Objective of a letter of making a complaint
A complaint letter shows displeasure towards a person, service, product or situation. It serves
the purpose of making your opinion known in a polite and non-aggressive manner.
Starting Task Question:
Exercise 1: Read the writing task and answer the questions. In some cases, there is more than
one correct answer.

1. Who do you have to write to?

A. A stranger
B. A friend
C. A pen friend
D. Your boss
E. A colleague
2. What style of letter should you write?
A. Formal
B. Informal

1
3. What do you have to do in this letter?
A. Make an apology
B. Request action
C. Make an application
D. Make a complaint
E. Make arrangements
4. How many points do you have to cover in this letter?
A. One
B. Two
C. Three
D. Four
E. Five
5. Which of the following should you discuss in this letter?
A. The color of rubbish bins
B. The sight of the rubbish bins
C. The smell of rubbish bins
D. The noise during the collection of the rubbish
E. The view from the hotel windows
F. The mess left after the collection of the rubbish
G. The smell of the collection of the rubbish creates
H. The loss of business for the hotel due to the smell of rubbish.
Rhetorical Focus:
Exercise 2: Here are the notes that a student made for the writing task in the previous
exercise. Put each point under the correct paragraph heading to make a plan for the letter.
Arrange for rubbish collection after 8 a.m.
Bins spoil view from bedroom window
Build structure to house bins

2
Can't open windows
Can't sleep after 6 a.m.
Hotel staff leave bin lids open
Live next door
Noise wakes me at 6 a.m.
Open bins attract stray cats and dogs
Rubbish collection is noisy and smelly
Writing to complain

Paragraph 1 Paragraph 2 Paragraph 3

Reason for writing Details of complaint Request for action

3
Exercise 3: Read the letter below and identify the function of each paragraph. What does each
paragraph talk about?

4
Language Focus:
Cohesive devices indicating sequence and time:

Beginning Middle Ending Connectors

Firstly, Secondly, Finally, And
To begin with, Next, Lastly, Also
To start with, Following this, At the end, As well as
Then, In addition,
Subsequently,

Exercise 4:
Identifying linking words and phrases and other cohesive devices in the previous letter that
help the ideas and sentences to flow logically

Exercise 5: Complete the table with the phrases below:

Complaint: Demanding action:

5
I hope that you will deal with this matter promptly as it is causing me considerable
inconvenience.
I hope that this matter can be resolved.
I would like you to look into this matter, and let me know your decision.
To exacerbate the situation, …
This situation quickly deteriorates when ….
You can’t imagine how I felt when …
Could you please arrange for me to receive a new ___ or refund my money in full?
We must insist on an immediate replacement/ full refund.
I would be thankful/ grateful if you …
As you must realize, …
We must insist on an immediate replacement/ full refund.
I would be thankful/ grateful if you …
… was also satisfactory/ unacceptable.
I was (also) amazed/ distressed/ horrified to find that …
To aggravate the situation even further, …
In view of the many ways in which it did not match the claims made in your publicity, …
Under the circumstances, I feel that an apology should be offered.
I hope that I will not be forced to take further action.

Exercise 6: Read the sample answer to the writing task in the previous exercise. Complete the
letter by putting the best word or phrases in each gap for the following writing task

6
7
8