Here is a 150-word complaint letter about a faulty product purchased online: Dear Sir/Madam, I am writing to complain about a smartphone I purchased from your online store last month. The phone was advertised as having a high-quality camera capable of recording videos in HD resolution. However, upon receiving the phone I discovered that the camera is very low quality and pixelated videos cannot be recorded in HD as claimed. In addition, the phone has been overheating and shutting off randomly which makes it impossible to use for more than 10 minutes at a time. I have tried resetting the phone and contacting customer support for troubleshooting to no avail. The phone is clearly defective yet it was sold to me as a new

1. COMPLAINT LETTERS
OR EMAILS
TIPS

2. COMPLAINT LETTERS/EMAILS:
STRUCTURING YOUR COMPLAINT
The opening:
Start with the greating “Dear Mr (or Mrs,
Ms, Miss, etc) Surname”

3. 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”

4. COMPLAINT LETTERS/EMAILS:
STRUCTURING YOUR COMPLAINT
The content:
Explain the reason why you are writing

5. COMPLAINT LETTERS/EMAILS:
STRUCTURING YOUR COMPLAINT
The reason: examples
I am writing to complain about ...
I wish to express my disatisfaction with ...

6. 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.

7. 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, ....

8. COMPLAINT LETTERS/EMAILS:
STRUCTURING YOUR COMPLAINT
The content:
Suggest a solution to your problem

9. 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.

10. COMPLAINT LETTERS/EMAILS:
STRUCTURING YOUR COMPLAINT
The closing:
If you know the name of the person, you should
finish with “Yours sincerelly”

11. COMPLAINT LETTERS/EMAILS:
STRUCTURING YOUR COMPLAINT
The closing:
If your letter/email begins with “Dear Sir or
Madam”, it should end with “Yours faithfully”

12. COMPLAINT LETTERS/EMAILS:
STRUCTURING YOUR COMPLAINT
The closing:
Type your name underneath your signature

13. COMPLAINT LETTERS/EMAILS:
EDITING YOUR COMPLAINT
The tone:
It should not be aggressive or insulting, as this would
annoy the reader.

14. COMPLAINT LETTERS/EMAILS:
EDITING YOUR COMPLAINT
The tone:
Questions such as “Why can’t you get this right?”
should not be included.

15. COMPLAINT LETTERS/EMAILS:
EDITING YOUR COMPLAINT
The tone:
Don’t use abussive language, however frustrated or
angry you may feel.

16. COMPLAINT LETTERS/EMAILS:
EDITING YOUR COMPLAINT
The tone:
Don’t threaten!

17. Sender’s name and
address and any other
contact info (email,
telephone)
COMPLAINT LETTERS/EMAILS: Date
Receiver’s name
and address
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.
The layout (letter) Do not use contracted forms
Keep 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)

18. COMPLAINT LETTERS/EMAILS:
EDITING YOUR COMPLAINT
Dos:
Gather all your facts before you start writing your
complaint

19. COMPLAINT LETTERS/EMAILS:
EDITING YOUR COMPLAINT
Dos:
Get straight to the point and say what the problem
is

20. COMPLAINT LETTERS/EMAILS:
EDITING YOUR COMPLAINT
Dos:
Give all the details in a clear and logical sequence

21. COMPLAINT LETTERS/EMAILS: REGISTER
Read the letter and choose the best option
45 Park Lane
654 NW
Bath
5th February 2013
Better Phones
8 Francis St
786 NE
London
Dear Sir / Madam
I 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

22. COMPLAINT LETTERS/EMAILS:
VOCABULARY
How annoyed or dissatisfied are you?
I am writing to express my strong dissatisfaction with ...
I am particularly unhappy about ...
I am sorry to have to say ...
I think I deserve some kind of compensation.
I regret to tell you that ...
The ... was so bad that ...
X was not what I expected. I would like to know what you intend ...
It’s high time you did something to ...

23. COMPLAINT LETTERS/EMAILS:
YOUR TURN
Order the following letter
5 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.
4 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.
7 Yours sincerely
3 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.
6 I look forward to hearing from you by return.
2 I am writing to inform you that the goods we ordered from your company have not been supplied correctly.
1 Dear Mr Choi

24. COMPLAINT LETTERS/EMAILS:
WRITE YOUR COMPLAINT
Choose one of the situations below and write an effective complaint
letter. (120-150 words)
•Complain aboutFORGET TO FOLLOW THE
DON’T a faulty product ayou bought stayed in.
through internet. TIPS
•Complain about poor facilities in hotel you
•Complain about a delay in an order.
•Complain about a billing error.
•Complain about food in bad condition.