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Unit 8. Formal and informal letters A. Letters of complaint B. Letters of apology
LETTERS OF COMPLAINT You and your wife ate at an expensive restaurant. However, you did not enjoy the meal for a number of reasons. Write a letter to the manager describing them and asking for action to be taken.LAYOUT Opening remark • Reasons for writing (1 sentence) Body • Complaint 1 and justification • Complaint 2 and justification 2-3 paragraphs • Complaint 3 and justification Closing remark • Suggested action to be taken
LETTERS OF COMPLAINT You and your wife ate at an expensive restaurant. However, you did not enjoy the meal for a number of reasons. Write a letter to the manager describing them and asking for action to be taken.MODELOpening remark I want to express my strong Reasons for dissatisfaction with the service I received during a visit to your writing restaurant on December 12th.
MODELComplaint and Firstly, I had booked a table for my wife andjustification 1 myself for 8:30, but it was 9:00 before we were seated. Such a delay seems to me inexcusable.Complaint and Then, despite the fact that I had repeatedjustification 2 our order to check that the waiter had heard me correctly, he proceeded to bring us the wrong starters. Such careless service should not be tolerated in a restaurant which charges such high prices.Complaint and To make matters worse, the chocolatejustification 3 gateau we were served for the dessert was quite stale. The menu claimed that all desserts were freshly prepared that day.
LETTERS OF COMPLAINT You and your wife ate at an expensive restaurant. However, you did not enjoy the meal for a number of reasons. Write a letter to the manager describing them and asking for action to be taken.MODELEnding remarks My wife and I will not be dining in your restaurant again; however, as manager, you should guard against such appalling treatment of your customers in future.
IntroductionPRACTICE Say the reason for the complaint in the 1st paragraph. Usually formal I am writing to complain about a damaged videotape I bought at your shop. Practice writing the introduction of a letter of complaint for the following situations: 1. Your 2-year-old daughter cut herself when playing with the new toy. 2. The top rack of the dishwasher has broken. 3. The company still deliver the equipment to the wrong address. 4. The shirt’s red collar has turned pink. 5. You have to share a bathroom with other guests.
Complaints and justificationPRACTICE Any complaint should be supported with a justification I still haven’t received the goods. I sent you a cheque three weeks ago. Complaint: I still haven’t received the goods. Justification: I sent you a cheque three weeks ago. Complaints and justification can be linked together: I still haven’t received the goods although I sent you a cheque three weeks ago.
PRACTICE Link the complaints and justificationComplaint Justification1.My 2-year-old daughter cut A.I sent you a cheque to renew aherself on the toy. month ago.2.When we received the bill we B.I informed you of my change ofrealised we had been charged the business address.full price. C.I booked a room with a private3.The top rack of the dishwasher bathroom.has broken. D.I have only used it three times.4.You still keep delivering E.You claim it is safe for childrenequipment to the wrong address. over 18 months.5.I received a letter saying my F.The label states that it can belicence has expired. washed at temperatures without6.The shirt’s bright red collar has the colours fading.turned pink. G.We were told there would be a7.I had to share a bathroom with 20% discount if we ordered beforeother guests. June.
PRACTICE Cohesion in the letter Between paragraphs: Firstly, I had booked table […] Then, the waiter brought us the wrong starters […] To make the matter worse, the cake was stale […] Within a paragraph: My wife and I will not […]; however, […] In spite of the fact that […], the waiter brought the wrong starters.
PRACTICE Find the cohesive devices in the letterDear Mr Haynes,I am writing to complain about your two dogs.Although I have repeatedly asked you to prevent the dogs fromleaving your garden, you have failed to do so. As a result, my frontgarden has been dug up twice over the past three days.Furthermore, their barking is extremely annoying, both to localresidents and myself.Finally, I feel that these dogs have a tendency to be aggressive, as Ihave told you in the past. Nevertheless, they are allowed to roamthe streets of our neighborhood, which I consider unacceptable.I hope that this matter can be resolved. Yours sincerely, William Penton
Sentence completionPRACTICE Dear Sir/Madam, I/ write/ complain/ washing machine/ I / recently/ buy/ your company. When/ I/ use/ machine/ first time, it/ work properly/ and/ clothes/ come out/ clean and fresh. However/ I/ use/ machine/ second time, it/ seem/ to have been a malfunction/ during/ rinse cycle. Furthermore/ when/ I try/ wash/ another load of laundry, same thing/ happen. Besides, machine/ not heat/ water/ to the right temperature. Although/ I/ turn the dial to 50oC, water/ in/ machine/ remain/ cold. I/ hope/ matter/ can/ solve.
Closing remarksPRACTICE Closing remarks: I hope you will replace […]; I insist you replace the item at once. I trust the situation will improve soon. I hope the matter will be resolved. I hope that I will not be forced to take further action. Practice writing the closing remarks for the following situations: 1.Your 2-year-old daughter cut herself when playing with the new toy. 2.The top rack of the dishwasher has broken. 3.The company still deliver the equipment to the wrong address. 4.The shirt’s red collar has turned pink. 5.You have to share a bathroom with other guests.
Letter writingPRACTICE 1. You stayed at a holiday resort recommended by your travel agent. However, you did not enjoy your stay due to a number of difficulties. Write a letter describing them and asking for action to be taken. 2. You have recently bought a cassette player but it does not work properly. Write a letter of complaint to the manager of the shop where you bought it.