| salutation |
| Paragraph 1 reason (s) for writing |
| Paragraphs 2,3 complaint with justification |
| Final paragraphclosing remarks |
| name |
The purpose of a letter of complaint is to complain about a specific problem. The style is normally formal and the letter should be written with a dignified tone. The reason for the complaint is stated in the first sentence. The language used depends upon whether you want to complain in a mild or strong manner.
e.g. MILD I am writing to complain about a fridge I purchased from your shop last June.
STRONG I was shocked by the inferior quality of the fridge which was sold to me at your shop last June.
Linking words are used to give reason(s) for a complaint. e.g. Even though the control switch is at its highest setting, the freezer does not keep food frozen.
A suggestion or request (which can be mild or strong) is included in the conclusion.
e.g. MILD I hope this matter will be resolved.
STRONG I insist that you replace the item at once.
Exercise 5
Read the following letter of complaint and number the paragraphs in the right order. Then, find the topic of each paragraph. Is it a mild or strong complaint? Justify your answer. Add a salutation and a name.
| A |
Furthermore, when I ordered the items over the phone, I was told that if I was not satisfied, I could return the clothes and receive a refund.
| B |
I am writing to express my strong dissatisfaction with the quality of the clothes I ordered from your catalogue last month.
| C |
I insist that you refund my money at once. I trust the matter will receive your immediate attention.
| D |
When I received the merchandise, the trousers were not linen, as advertised in the catalogue, but were made of an inferior fabric. This is unacceptable. Moreover, the blouse had a small hole under the collar.
| E |
Although I have already sent back the items with a letter requesting that my money be returned, I have not yet received a reply from you.
? Writing
Imagine that your cousin asked you to write a letter of complaint to the management of the shop which had sold his girlfriend an imitation instead of an expensive high quality shirt. Look at the letter above and plan your complaint thoroughly.
Paragraph 1: Why you write the letter.
Paragraph 2: What your cousin did first thing he saw what had happened to the shirt.
Paragraph 3: What your cousin wants from the shop which sold the shirt.
REVISION TOPICS
1. If I had money
My preferences in clothes.
There is no bad weather there are bad clothes.
Fashion and its trends.
Buying things.
My last purchase.
