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COMPLAINT LETTERS OR EMAILS TIPS

Complaint letters

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Page 1: Complaint letters

COMPLAINT LETTERS OR

EMAILS

TIPS

Page 2: Complaint letters

COMPLAINT LETTERS/EMAILS: STRUCTURING YOUR COMPLAINT

The opening:

Start with the greating “Dear Mr (or Mrs, Ms, Miss, etc) Surname”

Page 3: Complaint letters

COMPLAINT LETTERS/EMAILS: STRUCTURING YOUR COMPLAINT

The opening:

If you don’t know the name of the person you are writing to, begin with “Dear Sir or Dear Madam”

Page 4: Complaint letters

COMPLAINT LETTERS/EMAILS: STRUCTURING YOUR COMPLAINT

The content:

Explain the reason why you are writing

Page 5: Complaint letters

COMPLAINT LETTERS/EMAILS: STRUCTURING YOUR COMPLAINT

The reason: examples

I am writing to complain about ...

I wish to express my disatisfaction with ...

Page 6: Complaint letters

COMPLAINT LETTERS/EMAILS: STRUCTURING YOUR COMPLAINT

The content:

Provide relevant details of the problem stated.

If it is a long story, it is a good idea to explain what happened in order time.

Page 7: Complaint letters

COMPLAINT LETTERS/EMAILS: STRUCTURING YOUR COMPLAINT

The details: examples

I booked an en-suite room in your hotel from ... to ... of ... but ....

Firstly, ..... Secondly / Then ...

Finally / Eventually, ....

Page 8: Complaint letters

COMPLAINT LETTERS/EMAILS: STRUCTURING YOUR COMPLAINT

The content:

Suggest a solution to your problem

Page 9: Complaint letters

COMPLAINT LETTERS/EMAILS: STRUCTURING YOUR COMPLAINT

The solution: examples

I suggest that you look into these matters.

I think I deserve some compensation.

Please, let me know what action you propose to take.

I look forward to hearing from you.

Page 10: Complaint letters

COMPLAINT LETTERS/EMAILS: STRUCTURING YOUR COMPLAINT

The closing:

If you know the name of the person, you should finish with “Yours sincerelly”

Page 11: Complaint letters

COMPLAINT LETTERS/EMAILS: STRUCTURING YOUR COMPLAINT

The closing:

If your letter/email begins with “Dear Sir or Madam”, it should end with “Yours faithfully”

Page 12: Complaint letters

COMPLAINT LETTERS/EMAILS: STRUCTURING YOUR COMPLAINT

The closing:

Type your name underneath your signature

Page 13: Complaint letters

COMPLAINT LETTERS/EMAILS: EDITING YOUR COMPLAINT

The tone:

It should not be aggressive or insulting, as this would annoy the reader.

Page 14: Complaint letters

COMPLAINT LETTERS/EMAILS: EDITING YOUR COMPLAINT

The tone:

Questions such as “Why can’t you get this right?” should not be included.

Page 15: Complaint letters

COMPLAINT LETTERS/EMAILS: EDITING YOUR COMPLAINT

The tone:

Don’t use abussive language, however frustrated or angry you may feel.

Page 16: Complaint letters

COMPLAINT LETTERS/EMAILS: EDITING YOUR COMPLAINT

The tone:

Don’t threaten!

Page 17: Complaint letters

COMPLAINT LETTERS/EMAILS:

The layout (letter)

Dear (sender’s title)

Opening sentence: Reason for writing.

Main body:Depending on the purpose of your letter, select your vocabulary.Use standard forms and do not use a personal tone.Do not use contracted formsKeep sentences clear and precise and get straight to the point. Closing sentence: Sum up your main point and state that you look forward to a response to your letter.

Sign off,

Your signature(Your name typed)

Sender’s name and address and any other

contact info (email, telephone)

Date

Receiver’s name and address

Page 18: Complaint letters

COMPLAINT LETTERS/EMAILS: EDITING YOUR COMPLAINT

Dos:

Gather all your facts before you start writing your complaint

Page 19: Complaint letters

COMPLAINT LETTERS/EMAILS: EDITING YOUR COMPLAINT

Dos:

Get straight to the point and say what the problem is

Page 20: Complaint letters

COMPLAINT LETTERS/EMAILS: EDITING YOUR COMPLAINT

Dos:

Give all the details in a clear and logical sequence

Page 21: Complaint letters

COMPLAINT LETTERS/EMAILS: REGISTER

Read the letter and choose the best option

Dear Sir / MadamI am writing to complain about a mobile phone I ordered from Top Моbile Magazine last month. I returned the phone two weeks ago, (1) and I am still waiting for a replacement. / and you still haven't given me a new one!When I ordered the phone, I asked for a silver model. Despite this, I was sent a black one. However, I decided to use the phone to see if (2) it functioned correctly / it worked OK. Unfortunately, it didn't.Your advertisement claimed that the phone could send text messages, but when I tried (3) to use this feature / to send a message to my best friend, it didn't work. In addition, there was no memory, so I was unable to save numbers.When I (4) contacted / got in touch with customer services, they asked me to return the phone and promised to send a replacement. (5) That was two weeks ago / That was ages ago and I am still waiting for a new phone. Since then I have received a bill for the few calls I made, although the advertisement claimed that the first month would be free.

•I would appreciate it / It would be great if you could send me either a replacement phone in the correct colour or a full refund as soon as possible.

(7) I look forward to receiving your reply. / Please write back soon.

Yours faithfully

John Smith

John Smith

45 Park Lane 654 NW

Bath

5th February 2013Better Phones8 Francis St786 NELondon

Page 22: Complaint letters

COMPLAINT LETTERS/EMAILS: VOCABULARY

I am writing to express my strong

dissatisfaction with ...

I am particularly unhappy about ...

I am sorry to have to say ...

I regret to tell you that ...

I think I deserve some kind of compensation.

I would like to know what you intend ...

The ... was so bad that ...

X was not what I expected.

It’s high time you did something to ...

How annoyed or dissatisfied are you?

Page 23: Complaint letters

COMPLAINT LETTERS/EMAILS: YOUR TURN

I am writing to ask you to please make up the shortfall immediately and to ensure that such errors do not happen again. Otherwise, we may have to look elsewhere for our supplies.

We are now in a difficult position since we had to make some emergency purchases to be sent to our usual customers. This caused us considerable inconvenience.

On 9th January 2013 we ordered 12,000 ultra super long-life batteries to your firm. The order arrived yesterday but it only contained 1,200 batteries.

I look forward to hearing from you by return.

I am writing to inform you that the goods we ordered from your company have not been supplied correctly.

Yours sincerely

Order the following letter

Dear Mr Choi1

2

3

4

5

6

7

Page 24: Complaint letters

COMPLAINT LETTERS/EMAILS: WRITE YOUR COMPLAINT

Choose one of the situations below and write an effective complaint letter. (120-150 words)

•Complain about a faulty product you bought through internet.•Complain about poor facilities in a hotel you stayed in.•Complain about a delay in an order.•Complain about a billing error.•Complain about food in bad condition.

DON’T FORGET TO FOLLOW THE TIPS