How to structure a letter of

complaint
ESL Entry 3 / Intermediate / CEF B1
How to structure a reply to a letter of complaint:
https://www.youtube.com/watch?time_continue=5&v=AnVxIJCy
0PU&feature=emb_logo
Structure of a letter of complaint
1. ACKNOWLEDGE receiving the complaint letter.
2. APOLOGISE for the mistake.
3. ACCEPT the complaint.
4. PERSONALISE with a short description of the
problem that the customer described.
5. IMPROVEMENT - say that you will improve in future.
6. PROPOSAL - Offer a discount / other treat.
7. FRIEND at the end (write a warm sentence).
Task: match the sentences with points 1 - 7 of the structure.

Dear Mrs Dravoodi,

Thank you for telling us about your experience at our hotel. I apologize if our
service did not meet your expectations. Our goal is to give you a great level of
customer service. We did not meet this goal with your breakfast. We will use
your comments about your stay at the hotel to train our employees.
To encourage you to stay with us again, I am sending you a voucher for a meal.
I hope that you will stay with us again in future.
Yours sincerely,
Sarah McLean
Customer Care Manager