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Joy English · Level B2 · Formal emailsjoy-english.com

A formal email of complaint

Name:Date:

Write a polite but firm complaint: explain the problem clearly, give precise details and say what action you expect.

Complaint regarding order number 48213

Dear Sir or Madam,

I am writing to complain about a desk lamp that I ordered from your online shop on 2 March (order number 48213), and about the way my enquiries have been handled since then.

The lamp was due to arrive within five working days, but it was not delivered until 21 March. Moreover, when I opened the package, I discovered that the base was cracked and the lamp did not work. Please find attached photographs of the damage and a copy of my receipt. I contacted your customer service team by email on 22 March and again on 29 March, but I have not yet received a reply, apart from an automatic message promising a response within 48 hours.

As a result, I have been without a working lamp for my home office for almost a month, which has been extremely inconvenient. I chose your shop because of its reputation for reliable service, so I am particularly disappointed. I would therefore be grateful if you could arrange for the faulty lamp to be collected and either send a replacement or provide a full refund within the next fourteen days.

I look forward to hearing from you at your earliest convenience.

Yours faithfully,

Daniela Ruiz

Formal or informal?

Choose the most appropriate option for a formal email of complaint.

  1. Which opening is best when you do not know the reader's name?
    • a) Dear Sir or Madam,
    • b) Hi everyone,
    • c) To my friend at customer service,
  2. Which sentence best states the reason for writing?
    • a) I'm writing coz I'm really fed up with your hotel.
    • b) I am writing to complain about my recent stay at your hotel.
    • c) Your hotel is the worst in the world!
  3. Which is the most appropriate way to ask for action?
    • a) Give me my money back immediately.
    • b) I want a refund or else.
    • c) I would be grateful if you could refund the full cost of the ticket.
  4. The heating did not work. ___, there was no hot water for two days.
    • a) However
    • b) Furthermore
    • c) Nevertheless
  5. My flight was cancelled without warning. ___, I missed an important meeting.
    • a) As a result
    • b) Although
    • c) In contrast
  6. You started the email with 'Dear Mr Lindqvist'. How should you end it?
    • a) Yours faithfully,
    • b) Yours sincerely,
    • c) Love,
  7. Which is the most suitable final line?
    • a) I look forward to hearing from you.
    • b) Write back soon!
    • c) Bye for now.

Complete the formal phrases

Type one word to complete each formal phrase.

  1. I am writing to ___ about the poor service I received on 4 June.
  2. I would be ___ if you could send a replacement as soon as possible.
  3. The parcel was ___ to arrive on Monday, but it did not arrive until Friday.
  4. I look forward to ___ from you.
  5. Please find ___ a copy of my receipt.
  6. I would appreciate it ___ you could reply within seven days.
  7. I wish to ___ my dissatisfaction with the way my complaint was handled.

Writing task

You recently attended a weekend cooking course at a local school, but several things went wrong (for example, the course started late, some equipment was missing and one session was cancelled without notice). Write a formal email to the course manager, Mr Haddad. Explain what happened, describe the consequences and say what you would like the school to do.

180–260 words

Check your writing

  • I used a formal greeting and a closing that matches it.
  • My first paragraph states the reason for writing.
  • I gave precise details such as dates, times or a booking reference.
  • I explained the consequences of the problems.
  • I made a clear, polite request for action (I would be grateful if ...).
  • I avoided contractions and informal or emotional language.

Answer key

Formal or informal?

  1. a) Dear Sir or Madam,Dear Sir or Madam is the standard formal opening when you do not know the reader's name.
  2. b) I am writing to complain about my recent stay at your hotel.It is clear, formal and polite. The other sentences are informal or emotional.
  3. c) I would be grateful if you could refund the full cost of the ticket.An indirect request with I would be grateful if you could ... is polite but firm.
  4. b) FurthermoreFurthermore adds another problem. However and Nevertheless introduce a contrast.
  5. a) As a resultAs a result introduces a consequence of the problem.
  6. b) Yours sincerely,When the greeting uses the person's name, British English uses Yours sincerely.
  7. a) I look forward to hearing from you.I look forward to hearing from you is the standard formal final line. The others are informal.

Complete the formal phrases

  1. complainI am writing to complain about ... states the purpose of a complaint.
  2. grateful / obliged / thankfulI would be grateful if you could ... is a polite, formal request.
  3. due / supposed / expected / scheduled / meantWas due to arrive means it should have arrived at that time.
  4. hearingIn look forward to, to is a preposition, so it is followed by the -ing form: hearing.
  5. attached / enclosedPlease find attached (in an email) or enclosed (in a letter) introduces a document you are sending.
  6. ifI would appreciate it if you could ... is a formal request.
  7. express / voice / registerWe express dissatisfaction, just as we express an opinion or thanks.

Model answer

Dear Mr Haddad,

I am writing to express my dissatisfaction with the weekend cooking course I attended at your school on 11 and 12 October (booking reference CK-2290).

According to your website, each session was due to start at 9 a.m. However, on the first day we waited for over an hour because the instructor had not been informed of the timetable. Furthermore, there were not enough chopping boards and pans for the twelve participants, so we had to share equipment and could not complete several recipes. On the second day, the afternoon bread-making session was cancelled without any explanation, even though it was the main reason I had chosen this course.

As a result, I received only about half of the teaching I had paid for. I also travelled for over an hour each way to attend, which makes the situation even more frustrating.

I would therefore appreciate it if you could refund half of the course fee, or alternatively offer me a free place on a future bread-making class. I would also be grateful if you could explain what steps you will take to prevent similar problems.

I look forward to your prompt reply.

Yours sincerely,

Kenji Morita

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