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BRITISH COUNCIL WEBSITE

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Tips

1. Focus on the most important facts. Don't give unnecessary background information.

2. Make sure you include:

the reason for writing (e.g. I am writing to ...)

what went wrong

what you would like to happen now.

3. Complaint letters are usually written in a formal style.

4. Use passives to be less direct and more formal, e.g. I was served quickly.

5. Use Yours faithfully to sign off if you don't know the name of the person you're writing to.

Discussion

Language level

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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.

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You contracted your high speed internet connection with Vomistar, a telephone company and internet provider. The technician who installed the equipment was clearly drunk and very rude. Besides, the signal doesn’t get to all the rooms and the speed is less than half of what was promised. The Premium TV channels they offered are always broadcasting Save Me Deluxe and old westerns. You have called the customer helpline repeatedly but nobody answers. You have also left several messages on their website. Write a letter of complaint to Vlarg Burp, head of Vomistar’s customer service.///

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You booked a package holiday to an exotic Caribbean island with Ripov Tours. The flight to the island of Milonga was on board an uncomfortable old airplane with a horrible cigarette smell and the holiday resort was a nightmare. The beach was full of plastic bottles and rubbish, the beach bar was closed and the staff only spoke Milongo. You also had some health problems related to the food, and your camera got stolen.
Write a letter of complaint to Ripov Tours.

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IN PDF PRINTABLE FORMAT

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Hotel Barcelo

Head of department

Barcelo´s Customer Service

P.O. 38001

Tenerife

Dear Mr Bean,

I am writing to complain about the service of your company. Last week I contracted with your internet provider my weekend plan.

I must mention that the receptionist was clearly drunk and very rude. That attitude from one of your employees gives your company a very bad image, especially when it is the person who receives you at the hotel.

To make matters worse, the room was really dirty and untidy. I am very disappointed because in this moment we arrived very tired. Then you understand me when we need to wait for the service room and they clean and tidy up the room.

I have called the reception too much times before being treated and the answer was that I need to wait for every request that I need. We were very angry.

I am afraid that if this matter is not dealt with immediately, with a special discount or something like that. I will change my hotel for my next holidays. And I give the hotel a bad opinion on your website.

I look forward to hearing from you.

Yours sincerely,

Noel Martín.