1. Formal Letter
Letters of Complaint
Letters of Apology

2. Organizational Pattern: REAL
Letter of Complaint
Organizational Pattern: REAL
R = Reason for Writing
Start your letter with a brief summary of what you want to complain about.
E = Explanation and elaboration
Explain the situation/problems in more detail

3. Organizational Pattern: REAL
A = Action
Demand or offer action to solve the problem
L = Letter Ending
Always give a final sentence or paragraph to conclude the letter

4. Sample Letter of Complaint
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Sample Complaint Letter

5. Flat 18 C, Fullview House
Fullview Estate
16 Winner Street
Los Angeles
USA
March 25, 2004
Address is at the
top right hand corner.
Date is under the address
Dear Sir,
I am writing to you regarding an experience I had when I recently went for a barbecue in the Tai Sai Country Park.
Start the letter with “Dear”
1st paragraph
Reason for Writing

6. On Saturday, March 24th, my friends arrived at the Tai Sai Country Park barbecue site at around lunchtime.
2nd paragraph: Explain the situation
Date
Place
Time

7. We had been looking forward to the barbecue for several days, but we were horrified to discover that the whole area was full of rubbish. It was clear that the barbecue area had not been cleaned for several days.
1st problem

8. DISCOURSE MARKER
To make matters worse, there was only one rubbish bin in the whole area, which was already full of litter, and there were mosquitoes everywhere.
2nd problem
3rd problem

9. The area was so filthy that we decided to cancel our barbecue and instead we ended up going to my flat where we cooked our barbecue food in the kitchen, instead of enjoying a nice day out as we had originally planned.
Disappointing Result

10. 3rd paragraph : demand action
In view of these problems, I would be grateful if the following measures could be taken to ensure that in future everyone can enjoy the country park.
3rd paragraph : demand action
Use of “Would”

11. First of all, the barbecue site should be cleaned daily, especially during the peak barbecue season of October-December.
1st action

12. It would also be best if more rubbish bins were placed at the barbecue site, as it is clear that one litter bin is not enough for so many barbecue pits.
2nd action

13. typed version of the name
Letter Ending
I hope that you will take action quickly to resolve this situation.
Yours faithfully,
John Chan
Don’t know the
recipient’s name
signature
typed version of the name

14. Other points to note: Formal Letter
When we write a formal letter we should remember the following:
No contractions, e.g. I’m, can’t, we’ll etc…
Use of “would”
Formal sentence structures

15. Note the following discourse markers :
(a) To make matters worse ( + clause) (b) As if this were not enough ( + clause) Both are used to connect a series of negative points or criticisms.

16. (c) In view of these problems… (d) In light of these problems…
Because of these problems
e.g. In view of these problems, I would suggest that you take the following measures to improve the situation.
suggestion or recommendation

17. Don’t mix Despite/In spite of (prepositions)
and “Although/Even though” (conjunction)
For example:
In spite of the noise, he kept on working.
Although it was noisy, he kept on working.

18. Writing Practice For Students

19. Topic 1: Writing a letter of complaint about a pop concert you attended
Situation: Recently, you went to a pop concert. The tickets for the concert cost $300 each. However, you were not very happy for a number of reasons:

20. 1. the sound system was very bad 2
1. the sound system was very bad 2. people in the front rows stood up and blocked your view 3. the air-conditioning system was not working 4. people in the next row were smoking and no one stopped them 5. the concert started one hour later than advertised and finished half an hour early

21. Task:
Write a letter of complaint to the organisers, explaining what happened and demanding a refund and other action.

22. Sample Letter of Apology
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Sample Letter of Apology

23. Letter of Apology Notes: Politeness: even if some of the
complaints were not really justified.
Possible solutions to each complaint or If it cannot be solved, explain the situation carefully.

24. Address Date Dear Mr Chan With reference to your letter dated 25 th March, we were sorry to hear about your experience recently at the Tai Sai Country Park.
Start with
“With reference to”

25. We have looked into your problems and would like to give you an update on the measures we have taken to avoid similar incidents occurring in the future.
Action to Solve the problem

26. In your letter, you mentioned that the barbecue area had not been cleaned for several days.
2nd paragraph: Explain the situation
In fact, our records show that the site had been cleaned on the 23rd March.
1st explanation

27. Unfortunately, many people visiting the barbecue areas do not bother throwing their rubbish away, which probably explains the large amount of rubbish lying around.
2nd explanation

28. 2nd paragraph: show solution
1st solution
As for the fact that there was only one rubbish bin, we have already taken action and two new rubbish bins have recently been placed on the site.

29. We will also put up signs to remind people who are going for a barbecue to place their rubbish in the bins instead of leaving it lying around.
2nd solution

30. As for the flies and mosquitoes, we are planning to send a team to the area to look for possible mosquito breeding grounds around the area and to remove them. Unfortunately, it is impossible to get rid of such insects completely, so we would suggest that all visitors to our barbecue sites take plenty of insect repellent.
3rd solution

31. polite expression
We extend our sincere apologies for your unpleasant experience, and we hope that the changes we have introduced will mean that your next visit to our barbecue site will be much more pleasant. Please do not hesitate to contact us if in future you have any further reason for complaint. Yours sincerely C. C. Chan C.C.Chan Park Warden, Tai Sai Country Park
Job title

32. Writing Practice For Students

33. Topic : Write a letter of apology to the complaint about the pop concert
Try to give reasons for the problems and mention what action you will take in future to avoid other cases like this.
Note: