2. Writing a complaint letter should not be complicated or scary - all you need to do is clearly state the facts and politely request a resolution. When do we write a letter of complaint? Writing a letter of complaint is something most people have to do at some point in their lives. Whether you are dissatisfied with a company's product or service, it is usually possible to resolve the issue in a mutually beneficial way, through a firm but polite letter of complaint.

3. Letters of complaint usually include the following stages: Background Problem (cause and effect) Solution Warning Closing

4. Background This section describes the situation; e.g. I am writing to inform you that the goods we ordered from your company have not been supplied correctly. I attended your exhibition Fashion 2013 at the Leonardo Hotel (22-25 August) and found it attractive and interesting. Unfortunately, my enjoyment of the event was spoiled by a number of organizational problems. I am a shareholder of City Bank and I am very concerned regarding recent newspaper reports on the financial situation of the bank. Your company is listed as the auditor in the latest annual report of the bank, so I am writing to you to ask for an explanation of the following issues. I am writing to inform you of my dissatisfaction with the food and drinks at the ‘Chinese Restaurant' on 15 June this year.

5. Problem Cause I am therefore returning the invoice to you for correction. Firstly, I had difficulty in registering to attend the event. You set up an on-line registration facility, but I found the facility totally unworkable. You sent us an invoice for $10,532, but did not deduct our usual 10% discount. We have found 16 spelling errors and 2 mislabeled diagrams in the sample book. Problem Effect This error put our firm in a difficult position, as we had to make some emergency purchases to fulfill our commitments to all our customers. This caused us considerable inconvenience. Even after spending several wasted hours trying to register in this way, the computer would not accept my application. On 14 August 2013 we placed an order with your firm for 12,000 ultra super long-life batteries. The consignment arrived yesterday but contained only 1,200 batteries. This large number of errors is unacceptable to our customers, and we are therefore unable to sell these books. 1 1 1 1 2 2 2 2 3 3 4 4 3 3 4 4

6. Solution If the outstanding fees are not paid by Monday, 2 September 2013, you will incur a 10% late payment fee. Could I please ask you to look into these matters. Please send us a corrected invoice for $9,479 I enclose a copy of the book with the errors highlighted. Please re-print the book and send it to us by next Friday. Warning Otherwise, we may have to look elsewhere for our supplies. I'm afraid that if these conditions are not met, we may be forced to take legal action. I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again.

7. Closing The content should contain enough details so that the receiver does not have to write back requesting more. I look forward to receiving your payment. look forward to hearing from you shortly. It is important to remember: The tone of complaint letters should not be aggressive or insulting, as this would annoy the reader and not encourage them to solve the problem. In addition, questions such as 'Why can't you get this right?' should not be included. I look forward to receiving your explanation of these matters. Politeness Content Legal action is not normally threatened in the first letter of complaint, unless the situation is very serious.

8. Effective Complaint Letters Should Be: concise authoritative factual constructive friendly Factual letters enable the reader to see immediately the relevant details, dates, requirements, etc., and to justify action to resolve the complaint. Concise letters can be understood quickly. Letters that are well written and professionally presented - have more credibility and are taken more seriously. Constructive letters - with positive statements, suggesting positive actions - encourage action and quicker decisions. Friendly letters - with a considerate, cooperative and complimentary tone - are prioritised because the reader responds positively to the writer and wants to help.

9. Useful Vocabulary apology - an expression of regret at having caused trouble for someone complain in writing - to express dissatisfaction in written form complaint - an expression of dissatisfaction or a circumstance regarded as a cause for such expression complaints procedure - a particular course of action intended to achieve a result, here to complain crushed - broken into small fragments below standard - of minor value, substandard compensation - something to make up for loss or damage complain - to express negative feelings, especially of dissatisfaction 1 1 2 2 3 3 4 4 5 5 6 6 7 7 8 8 damage - the occurrence of a change for the worse damaged - broken, not working 9 9 10

10. Useful Vocabulary defective - broken, not working / syn. faulty, recalled (taken off the market) disappeared - vanished, got lost disappointed - frustrating one's hopes or expectations discover - detect or determine the existence, presence, or fact dissatisfied - discontented, unhappy, displeased delay - to act or move slowly; put off an action or a decision delayed - caused to be later or slower than expected or desired destroyed - broken down, damaged irreparably 11 handle a complaint - deal with a complaint imperfect - having a defect or defects 12 13 14 15 16 17 18 19 20

11. Useful Vocabulary inconvenience - the quality of not being useful or convenient refuse to pay - to be unwilling to pay regret something - feel sorry for something replacement - a thing that takes or can take the place of another, substitution take legal action - to sue someone, to proceed against, take legal steps not yet arrived - not yet came to a particular place, not yet reached a destination perishable goods - goods which are subject to spoilage or destruction proof or evidence - something visible or evident that gives grounds for believing in the existence or presence of something else 21 undelivered - not brought or transported to the proper place or recipient unusable - that cannot be used 22 23 24 25 26 27 28 29 30

12. Some Useful Phrases I am writing to complain about… We were extremely disappointed with … I am writing to inform you of… Poor standard of service/slow service No accommodation/Travel delays/Rather rude staff I am writing to express my concern about the fact that… I wish to complain in the strongest terms about… I am writing to express my strong dissatisfaction with … 1 1 To claim/demand for a refund Defective/faulty goods/defective item/machine 2 2 3 3 4 4 5 5 6 6 7 7 8 8 9 9 10

13. Some Useful Phrases The… may need replacing We look forward to dealing with this matter without delay. I feel that your company should consider an appropriate refund. I would be grateful if you send me a complete refund as soon as possible. Will you please look into this matter and let us know the reason for … I am enclosing the broken radio in this package; please send me a replacement.. I am asking for/I wish to get a replacement I do not usually complain, but, as an old customer, I am sure you will be interested in my comments. 11 I am returning the damaged goods/items… and shall be glad if you replace them. Thank you for your cooperation in correcting this detail… 12 13 14 15 16 17 18 19 20

14. 88 Pine Street Spring Valley June 2, 2013 Discland Music Shop 24 Broad Street Centerville Dear Sir/ Madam, I am writing because I wish to complain about the CDs which I ordered by mail from your shop. First of all, you claim that you make deliveries within two weeks, but the CDs took an entire month to arrive. Secondly, one CD was scratched and another one that I ordered was not even included in the package. In addition, I ordered from your shop because you claim to have the lowest prices. However, I discovered that my local music shop offers prices which are lower that yours. In conclusion, I am very disappointed with the service I received. I would appreciate a full refund for the scratched and missing CDs. I would also like compensation for the slow delivery and incorrect information about your prices. I look forward to a prompt reply. Yours truly, Martin Smith Addresses Heading Inside address Opening – states reasons for writing Greeting Paragraph 1 Body – includes complaints and their justifications Paragraph 2 Paragraph 3 Conclusion Summarizes complaints and requests actions Paragraph 4 Final Sentence Closing Signature

15. Ex. 2 – Fill in the gaps Ex. 2 – Fill in the gaps Ex. 4 - Correct the mistakes Ex. 4 - Correct the mistakes Ex. 3 - Choose the correct answer. Ex. 3 - Choose the correct answer. Exercise 1 – Choose the correct answer Exercise 1 – Choose the correct answer

16. You have recently ordered an item through the Internet, but are not happy with the purchase. Write to the company. In your letter, describe what you purchased, explain why you are not happy with the purchase, tell them what you would like them to do about the situation. You have recently ordered an item through the Internet, but are not happy with the purchase. Write to the company. In your letter, describe what you purchased, explain why you are not happy with the purchase, tell them what you would like them to do about the situation. You have bought a new mobile phone and in a few days after purchase it has stopped working. You spoken to the company representative a week ago but the phone has still not been repaired. Write a letter to the company. In your letter introduce yourself, explain the situation, say what action you would like to company to take. You have bought a new mobile phone and in a few days after purchase it has stopped working. You spoken to the company representative a week ago but the phone has still not been repaired. Write a letter to the company. In your letter introduce yourself, explain the situation, say what action you would like to company to take. You have attended a cultural or sports event and have a complaint about it. Write a formal letter to the organizers, explaining what the problem was. You may also suggest changes or improvements to be made in the future. You have attended a cultural or sports event and have a complaint about it. Write a formal letter to the organizers, explaining what the problem was. You may also suggest changes or improvements to be made in the future. Write a letter to the local council complaining about the dirty state of the beach. After introducing yourself, say when you visited the beach and where you found dirt and litter. Make suggestions for cleaning up the mess. Write a letter to the local council complaining about the dirty state of the beach. After introducing yourself, say when you visited the beach and where you found dirt and litter. Make suggestions for cleaning up the mess.