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B2 Writing

B2Formal emails30 min

A formal email of complaint

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

A formal complaint is written to an organisation when a product or service has not met your expectations. Its purpose is to explain the problem clearly and persuade the reader to put it right. The tone should be polite but firm: angry or emotional language usually makes a complaint less effective. A typical complaint states the reason for writing, gives precise details (dates, order numbers, what went wrong), explains the consequences, says what you expect the organisation to do and closes formally.

Model text

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

Useful language

StageFormal languageAvoid (too informal)
OpeningDear Sir or Madam, / Dear Mr Haddad,Hi there, / Hey,
Reason for writingI am writing to complain about ... / I wish to express my dissatisfaction with ...I'm really annoyed about ...
DetailsThe item was due to arrive on ... / On 3 May, I discovered that ...It came super late.
Adding pointsMoreover, ... / Furthermore, ... / In addition, ...Also, and another thing ...
ConsequencesAs a result, ... / This has caused considerable inconvenience.It totally ruined my week.
Request for actionI would be grateful if you could ... / I would appreciate it if you could ...Sort it out now.
ClosingI look forward to hearing from you. / Yours faithfully, / Yours sincerely,See you, / Cheers,

Exercise 1 of 2

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?

  2. Which sentence best states the reason for writing?

  3. Which is the most appropriate way to ask for action?

  4. The heating did not work. _____, there was no hot water for two days.

  5. My flight was cancelled without warning. _____, I missed an important meeting.

  6. You started the email with 'Dear Mr Lindqvist'. How should you end it?

  7. Which is the most suitable final line?

0 of 7 answered

Exercise 2 of 2

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.

0 of 7 answered

Your turn

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.

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Sample 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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Source

Original lesson by Joy English.

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