IELTS general writing task 1 complaint letter

IELTS PREPARATION COURSE

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GENERAL
WRITING
HANDOUT4

TASK1
WRITING
ACOMPLAINTLETTER


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HANDOUT4:WRITINGALETTEROFCOMPLAINT


When do you need to write a complaint letter?

Sometimesinbusinessorinyourpersonallifeyouwillreceivesomethingin
errororyouwillfaceasituationthatneedscorrected.Then,youhavetowrite
alettertocomplainaboutit.
What will be included in a complaint letter?
INTRODUCTORY PARAGRAPH
• Greet the addressee.
• Tell the addressee who you are. (if necessary)
• State your reason for writing/ your purpose for writing.
BODY PARAGRAPH 1
Explain problems
BODY PARAGRAPH 2

Say what you think the addressee should do
CLOSING PARAGRAPH
• Thank the company for handling your problems.
• Refer to future contact.

Inthebeginningofthecomplaintletter,youneedtoidentifytheproduct,
serviceorsituationthatyouarecomplainingabout.Itshouldinclude
detailsonthedate,theitem,thesituation,and/orcost,etc.

Inthesecondpartofyourletter,writeaboutthenatureoftheproblem
andwhathappened.Youshouldsimplydescribefacts,andavoidnamecallingorthreateninglanguage.

Inthefinalpartofyourletter,youshouldkeepafriendlytone,andyou
shouldrequestwhatyouwouldlikefortheotherpersonorentitytodoto
resolvetheproblemorissue.Youshouldinvitethepersontocontactyouto
resolvethecomplaint.
HOWTOWRITEACOMPLAINTLETTER
Start your letter with something positive in order to soften the blow of your complaint and so
that the company or entity will be more willing to work with you. Mention some of the


positive aspects of the company or organization, such as the overall quality of the products or
services, the low prices, the excellent customer service, and so forth.
Ex: .............................................................................................................................................
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Open the next paragraph with a sentence that begins to allude to the problem. Then, in the
next sentence, state your complaint. (Again, if you intend to do more than just complain and
want the problem to be solved, it is best to remain professional and courteous. Do not sound
accusatory or demanding.) After clearly stating your complaint, indicate what you would like

to have done to rectify the situation, if anything. You may want to mention, also, the actions
you will take if your complaint is not answered or the problem is not solved.

Ex: .............................................................................................................................................
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In the last paragraph, mention that you would like to continue to use the company's products
or services, or to continue to be a customer of the store, or a member of the organization, or a
viewer of the TV station. Then, suggest why it is in the other party's best interest to grant
your request. In other words, give them a positive reason to want to resolve the concern. As
you close your letter, express confidence that your complaint will be taken care of. Finally,
thank the company or other entity for handling your complaint.

Ex: .............................................................................................................................................
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COMPLAINTLANGUAGE
I must complain about …
I am not satisfied with …
I feel something should be done about …
SAMPLETEMPLATES
General Letter of Complaint
Dear [Contact Person or Customer Service Manager],
On [date], I [bought, rented, had serviced etc] a [name of product with model number, service
performed etc] at [location and other details of the transaction].


I am disappointed because your [product, service, billing etc.] has [not performed as it should,
was wrong etc] because [state the problem as you understand it giving as much detail as
possible].

To resolve the problem I would appreciate your [state the action you require e.g. refund, service
performed again etc]. Enclosed is a copy/are copies of the [receipt, contract etc].
I look forward to hearing from you and to a resolution of this problem. I will wait for [set a time
limit] before seeking help from [Trading Standards, consumer group, solicitor etc (details of
relevant authorities can be found through our complaints procedures section]. Please contact
me at the above address or by phone [give numbers].
Yours sincerely,
[Sign]

Complaint about goods you have bought
Dear [Contact Person or Customer Service Manager],
On [date], I bought a [name of goods purchased, model number etc.] at [location and other
details of the transaction].
I am disappointed because your [name of goods purchased etc.] has [not performed as it
should, was faulty etc] because [state the problem as you understand it giving as much detail
as possible]. Therefore this product is not [of satisfactory quality, fit for the purpose described]
as laid down by the law.
To resolve the problem I require you to [state the action you require e.g. refund, repair etc.]
whilst reserving my right to claim against you. Enclosed is a copy/are copies of the [receipt,
contract etc].
I look forward to hearing from you and to a resolution of this problem. I will wait for [set a time
limit] before seeking help from [Trading Standards, consumer group, solicitor etc (details of
relevant authorities can be found through our complaints procedures section]. Please contact
me at the above address or by phone [give numbers].
Yours sincerely
[Sign]

Complaint about a service provided to you
Dear [Contact Person or Customer Service Manager],
On [date], I [bought, rented, was provided with etc.] a [service performed etc.] at [location and

other details of the transaction].
I am disappointed because [the service you provided, your service etc.] was [unsatisfactory,
unfinished, defective etc.] because [state the problem as you understand it giving as much
detail as possible]. This is in breach of our contract as laid down by the law.


To resolve the problem I require you to [state the action you require e.g. refund, service
performed again, rectified etc.] whilst reserving my right to claim against you. Enclosed is a
copy/are copies of the [receipt, contract etc].
I look forward to hearing from you and to a resolution of this problem. I will wait for [set a time
limit] before arranging for the matter to be corrected by a third party at your cost or seeking help
from [Trading Standards, consumer group, solicitor etc (details of relevant authorities can be
found through our complaints procedures section]. Please contact me at the above address or
by phone [give numbers].
Yours sincerely
[Sign]

5 KEY NOTES
•
•
•
•

•

Keepinmindwhatitisthatyouhopetoaccomplishwithyourletter,andstick
tothepoint.
Clearlymakeyourcomplainttotheperson(s)involved.
Stateplainlyanddirectlyyourreason(s)formakingthecomplaint.
Indicatewhatthereadercanorshoulddotoaddressyourcomplaint,and

specifyhowlongyouarewillingtowaittohaveyourcomplaintresolved.(Be
reasonable.)
Explainwhyyoursuggestionorrequestforretributionshouldbegranted(if
youmadeone).

PRACTICE EXERCISES
Exercise 1:

The air-conditioner in your flat broke three weeks ago and it is the middle of
summer. You asked the landlord to repair it and he promised to send someone but
no-one has contacted you yet.
Write a letter to the landlord complaining about the situation. In your letter
• Explain the problem
• Remind the landlord about his promise
• Say what you want him to do

Answer the questions below:
1. Who is the receiver?
2. What level of formality should be used – formal, semi-formal, or informal?
3. What is the purpose of this letter?
Read the first sentence of a letter based on the task above and underline the
expression the writer uses to introduce the complaint.
Dear Mr. Jones,
I am writing to complain about our air-conditioning, which has now
been broken for over three weeks.

Use the prompts below to write sentences. In many cases you will use the
infinitive, in others you may need to change the tense of the verb, or add
additional words. The first one has been done for you.
a. I/write/complain/air-conditioning.

I’m writing to complain about air-conditioning.


b. I/expect/you/keep to/agreement.
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c. You/promise/arrange/somebody/come round/fix it.
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d. If/not send/someone/immediately/I/force/withhold/my rent/and/I/contact/the
local council/complain.
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e. I/look forward/hear/you/soon.
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f. I/try/call/tell you/air-conditioner/broken/but/you/not know.
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g. One of the reason/I/decide/rent/apartment/because/air-conditioning.
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Complete this sample letter with sentences a-g above.
Dear Mr. Jones,
I am writing to complain about our air-conditioning, which has now
been broken for over three weeks.
I rent Unit 3C in Brown Street from you. On the 21st June, 2 …………
……………………………………………………When I finally got in touch with
you, 3 …………………………………………………………………………………………….
It has been three weeks and nothing has been done about the problem.
As you are aware, we are now in the middle of July and the
temperatures recently have been very hot. 4 …………………………………
……………………………………………………………………………………………………

……………………………………………………………………………………………………
I can’t concentrate with such high temperatures and this makes
studying extremely difficult. As you will recall, the rental agreement
states that you would deal with this kind of problem ‘in a prompt and
timely manner’. 5 …………………………………………………………………………
……………………………………………………………………………………………………
6………………………………………………………………………………………………….
7………………………………………………………………………………………………….


Yours,
Bill Adams

Exercise 2:
Write the first sentence of letter responding to the following first part of a
Task 1 question.
You are renting a fully-furnished flat and your TV broke a week ago.
You have phoned the landlady many times and left several messages
about the problem but she never contacts you.
……………………………………………………………………………………………………
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Exercise 3:
Fill in the gaps in the letter using both of the verbs in bracket.
DearSir,
IamwritingtocomplainabouttheserviceIreceivedinhourhotelattheweekend.I

arrivedatyourhotelatlunchtimeonFridayandyourreceptionist1toldmetotake
(tell/me/take)aseatwhileshedealtwithsomeothercustomers.I2
…………………………………………………………………………….(notfeellike/wait)afteralongjourney
butIsatdownaway.However,afteryourreceptionist3
……………………………………………………………….(finish/talk)totheothercustomersshewalked
awayandleftnoonebehindthedesk.Afterabouttenminutes,Irangthebell,butstillno
onecame.I4………………………………………………………(try/find)someoneelsetohelpme,and
whenI5…………………………………………….(fail/do)thisIwentbehindthedeskandcalled
throughthedoor.Thereceptionistwassittinginthebackroomatthecomputer.Whenshe
6……………………………………………………………(see/me/stand)inthedoorway,sheapologized
andsaidshe7……………………………
……………………..(need/send)anurgentemailand8……………………………………….(carry
on/look)atherscreen.
IfthishadbeentheonlypoorserviceIreceivedduringmystay,Iwouldnot9
………………………………………………………………….(bother/write)thisletter.However,laterthat
evening,inthediningroom,Ihadanotherbadexperience.Yourmenuonlyhadone
vegetariandish,soIorderedthis.ImaginemyhorrorwhenI10…………….
…………………………………..(start/eat)anddiscoveredmeatinthedish.I11……………………
………………………………………….(consider/leave)immediately,butinsteadIexplainedthe
situationtothewaiter.I12…………………………………………………………………………………………
(expect/him/get)meanothervegetarianmeal,butinsteadthesimplyshruggedhis
shoulders,removedtheplateandwalkedaway.


I13…………………………………………………(hope/receive)afullapologyfromyouforthispoor
serviceandsomerecompensefortheunpleasanttimeIexperiencedwhilststayinginyour
hotel.I14……………………………………………………………………………………….(advise/you/give)
yourstaffsomecustomercaretrainingintheimmediatefuture.
Yoursfaithfully,
GeraintRees

WhichphrasesdoesGeraintusetocomplain?

Whatarehisproblems?

Whatdoeshewantthehotelmanagertodo?

Whichphrasesdoesheusetoexpresshisrequests?


Exercise 4:
Fill in the gaps in the letter with a preposition.
FIVE START HOTELS
«««««
Dear Mr. Rees,
Thank you for your letter of 21 June. I was very disturbed 1 ……… your account
of what happened in our hotel last week, and I am writing to apologise 2 ………
this. I can understand that you were shocked 3………… the way the employee
spoke to you. There can be no excuse 4 ………………… such behaviour and I
fully understand why you felt the need to complain 5 …… the situation. I can
provide no explanation 6 ………… the way the receptionist behaved.
Our hotel group has a reputation 7 ………………… being good 8 ……………
looking after our customers, and I am very sorry that your experience 9 …………
our service did not confirm this. I intend to deal 10 ……………… the staff
member appropriately and I will ensure that she does not repeat this behaviour 11
……………… sending her on a retraining course next week. I would like to assure
you that the behaviour you encountered is not typical 12 ………… our staff.
As the manager, I am responsible 13 ………………all of our employees so please
accept my apologies again and this voucher worth $50 to spend in any 14 ………
our hotels.
Yours sincerely,

Clive Martin
Hotel Manager
Exercise 5:
Read the question below and try to imagine the situation. Think about what
additional information you will include. Underline the keywords in the question.
Plan your letter in three paragraphs, with each paragraph addressing one of the
points in the question.


You recently took a trip with a taxi company. The driver behaved in an unacceptable
way and you had a lot of problems. You complained to the company but no one has
replied to your complaint.
Write a letter to the taxi company. In your letter
• Say why you are writing and how you feel
• Explain what happened
• Tell them what you would like them to do
Brainstorm what will be included in your letter.
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Write a letter for the task above in 20 minutes. You do NOT need to write any
addresses. Begin your letter as follow:
Dear …,
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Exercise 6:
You rent a house through an agency. The heating system has stopped working.
You phoned the agency a week ago but it still has not been repaired.


Write a letter to the agency. Explain the situation and tell them what you want
them to do about it.
Paragraph
Details
1. Greet
Dear…,
2. State purpose
Say why you are writing
3. Give/Request information
Give or ask information to support this

4. Request action
Say what you want done
5. Close
Close
6. Sign off
Yours …
Sample answer
Dear Sir/Madam
I am writing to complain about a serious problem in my house, which I rent
through your agency. The heating system in my house has completely stopped
working.
This situation is causing many problems for us during this very cold weather. It is
affecting my children’s study, my husband’s work, and my own health.
I telephoned your agency on Thursday 27th January and spoke to one of your staff
about the heating system, I explained the situation to her and she told me that the
problem would be fixed in two or three days, but in fact nothing has happened.
Seven days have now passed and I have not received any communication from
your office at all. Naturally I am very concerned about this.
Could you please send a repairman to fix my heating system as soon as possible?
It is now urgent.
Thank you for you attention to this matter.
Yours faithfully,
Write the function of each paragraph on the left of it.
Find out and highlight/underline any phrases which are useful for you.
Exercise 7:
Read the task and the sample answer. Cross out any information that you
think is not relevant.
Your telephone has been cut of. It may have been caused by a recent storm.
Although you have reported the problem twice, nothing has been done about it.
Write a letter to the telephone company explaining the situation and asking them

to repair the line as soon as possible.
Dear Sir/Madam
I am writing to inform you that our telephone has been out of order for over a
week after the recent storm. This has been a major problem as I have been
expecting an important call from my sister in Canada who is about to have a baby.
Now, I don’t know whether the baby has arrived or whether it is a boy or a girl.
I have already telephoned your office twice from a neighbour’s phone and both
times members of your staff promised to come out and fix the problems within


twenty-four hours. The other day I stayed at home all day waiting for your
technician to arrive, but he never came. This was particularly inconvenient as I
had to take the day off work and my office is very busy at the moment.
Please send a technician as soon as possible. I look forward to hearing from you.
Yours faithfully,
Exercise 8:



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