Letters of complaint

Structure
-Introduction 

-Main body:
 Main complaint
 Further complaint

-Demanding action

-Conclusion
INTRODUCTORY PARAGRAPH
(explaining reason for writing)
• I am writing… regarding / in connection with / to draw your attention to / to
express my dissatisfaction with

• I have to say that I was not at all satisfied with…

• I am sorry to say that I was extremely disappointed with…

• I am writing to complain about...

• I am writing to tell you how disappointed I feel about...

•Topic sentence stating the positive point. + However, + problem….

Example: We thoroughly enjoyed the first week of the holiday. However, after that
we experienced a number of problems.
Body
Main Complaint Further Complaints
Firstly / In the first place / Secondly / In the second
First of all place
Not only ... but also...
 The first thing I would
Moreover / In addition to
like to draw your attention
this, ...
to is...
Furthermore, ...
My first concern /
To make matters worse, ...
complaint is... ... was also unsatisfactory /
unacceptable
Demanding action
• I would like you to look into this matter, and let me know your decision.
• I hope that this matter can be resolved…
• I hope that you will deal with this matter promptly as it is causing me considerable
inconvenience.
• I would like a full or partial refund as soon as possible.
• 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...
• Under the circumstances, I feel that an apology should be offered.
• I feel/believe that I am entitled to a replacement/refund…
• In view of the many ways in which it did not match the claims made in your
publicity, ...
• Unless I receive the goods by the end of this week, I will have no choice but to cancel
my order.
• Unless I hear from you before (time), I shall be obliged to take matters a step further.
• I demand a full refund/an immediate replacement or...
• I hope that I will not be forced to take further action.
Endings
• I look forward to + ing (hearing from you)

•Yours faithfully (when the letter starts Dear Sir/Madam)

•Yours sincerely /Sincerely yours (when the letter starts Dear Mr./Ms.
Jones…)
 Tips
Focus on the most important facts!
Don't give unnecessary background information!
Make sure you include:
the reason for writing (e.g. I am writing to ...)
what went wrong
what you would like to happen now.
Complaint letters are usually written in a formal style!!!
Use passives to be less direct and more formal, e.g. I
was served quickly.
Avoid using abbreviations & contracted verb forms.