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Here is a real example of a complaint email written by a native speaker about the situation in the image below.

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Look at the other emails (screenshots) and find useful expressions for writing a complaint email (e.g. greeting expressions, closing words, polite expressions etc.) and write them down in a word document or on a piece of paper.

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Have you ever received anything that you weren’t satisfied with?

What did you buy?
What did you do about it?

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Find other letters of complaint online and write down any useful expressions that you find. Use them to improve your email.

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It is the start of the school year and you need to redeem the code for your English File book. You enter the code from your book and the following message appears: ‘This code has already been used’.

You now need to write a complaint email to Oxford University Press (find the address on www.oxfordlearnersbookshelf.com). Write your email in a Word document. Use Chantal's email for ideas.

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The associated code has already been used.

Dear Oxford University Team

A message has appeared

Is there anything I can do?

I would appreciate

I’m looking forward to your response/to hearing from you.

Best wishes,

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Checklist:

Have you found out the publisher’s email address?

Have you included the invalid code?

Have you used the four main parts mentioned (Part 2)?

Have you included all the important details?

Have you checked your spelling and grammar (give it to another group)?

Have you uploaded your screen shot to Padlet (under Part 3)

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What expressions are used to:
1. explain the problem
2. give extra relevant information
3. show the effect the problem has on the customer
4. say what action the customer wants

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Yours faithfully
Best wishes
Kind regards

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Now you are the publisher receiving one of the emails that your class-mates have written. Choose one of the emails and write a reply. Use some of the phrases you've collected on p. 9 of Business essentials (ex. 7).

Post a screenshot of your email below.