Letter of complaint: структура та правила написання

Letter of Complaint: структура та правила написання

Complaint или Complain?В англійській мові є обидва слова, але різниця полягає в тому, що complaint – це іменник, а complain – це дієслово. Ось найпопулярніші стійкі вирази, які використовуються з цим дієсловом і іменником: a common/ big/ fair/ major/ number one/ successful/ standard complaint – типова/ велика/ справедлива/ основна/ номер один/ успішна/ стандартна скаргаa consumer/ customer complaint – скарга від споживача/ клієнтаa procedure for dealing with complaints – процедура розгляду скарг grounds for complaint – підстави для скаргto acknowledge s.o’s complaint – підтверджувати отримання/ визнавати скаргуto compose a letter of complaint – скласти лист-скаргуto file/ to lodge a complaint (against s.o) – подавати скаргу (проти когось)to get/ receive a complaint – отримати скаргуto have a complaint – мати скаргу/ претензіюto make a complaint – подати/ направити скаргуto post a complaint on Twitter – опублікувати скаргу в Twitterto register a complaint – зареєструвати скаргуto result in a complaint – призвести до скарги/ рекламаціїwithout complaint – без претензій

Стандартна скарга включає п'ять частин1. Привітання. Dear (Contact Person or Organization Name) – з цієї фрази можна почати лист. Якщо ім'я адресата невідомо, то ми просто залишаємо Dear Sir or Madam. (Dear Mr/Mrs/Ms Smith)2. Вступ. У першому реченні після привітання варто вказати причину звернення. Наприклад: I am writing to complain about the meal which my friends and I had on Sunday, June 6th in Basseyna Street. On Saturday June 05th I bought a smartphone ХXXung Galaxy S21 8/128 Phantom in your shop which is located in Khreschatyk 100. Your company recently installed three security cameras in our office, in Hulliver business centre. The work took place last Friday on February 5th. We paid $1250 for the products and service.

3. Основна частина Letter of Complaint. У цій частині листа варто описати конкретну проблему: що вас не влаштовує в послузі або в придбаному товарі. Unfortunately, your product has not performed well. On buying this product I was sure that it was the best model to buy. However, when I got home, I discovered that not only did the camera not work, but there were several scratches on the back of this phone. I’d been trying to contact your customer service for a couple of days. Finally when I got through a representative, he promised to fix the problem within two days. I am disappointed to say that it didn’t happen.

4. Очікувані діїУ цьому параграфі потрібно позначити ваші вимоги, яким ви бачите вихід із проблемної ситуації та в які терміни. I hope this problem will be resolved promptly/ as soon as possible. I expect to receive a replacement of my phone within a week. I look forward to receiving your apology, and moreover I suggest that l be given a full refund. I look forward to your reply and a resolution to my problem and will wait until the end of the week, otherwise I am going to stop using your service with an unsatisfactory note. I would appreciate it if you could look into the matter as soon as possible. And if you don’t have this product in stock, I expect to get a refund. Therefore I am requesting you to send a person who would replace the damaged product/ the faulty product until Tuesday.

5. Завершення скарги. У кінці листа зазвичай пишеться одне з кліше та ім'я укладача претензії: Yours sincerely, – якщо ви знаєте людину, якій пишете лист;Yours faithfully, – якщо ви не знаєте одержувача. FULL NAME Jane Austin. Subject line (тема email)Обов'язково вказуйте тему листа у рядку Subject (Тема). Тема повинна відображати зміст вашого повідомлення. Добре, якщо в назву входитиме якесь ключове слово, яке допоможе адресату запам'ятати тему, а потім легко знайти потрібне серед інших листів.

Кілька важливих порад. Лист-скарга – це не твір на вільну тему. Тому керуйтеся принципом keep it short and simple. Не потрібно заходити здалеку і надавати іррелевантну інформацію. Краще сфокусуватися на перевірених фактах. Нейтральність. Текст листа має бути неемоційним, без сотень знаків оклику або злих смайликів. Формальний стиль. Використовуйте формальний стиль мовлення, без сленгу та жаргону. В офіційних документах доречно використовувати пасивний стан та інші мовні кліше. Додаткові документи. Обов'язково вкладіть додаткові документи (чеки, інвойси, виписки, товарні накладні тощо) до вашого листа. Перш ніж надсилати лист, перевірте текст на помилки (граматичні або просто друкарські помилки).

Dear Sir or Madam, I am writing to complain about your restaurant, "Ocean Delicacies" where together with my friends we celebrated my birthday party on May 7th. Unfortunately, the holiday was spoilt. Firstly, the service was very slow and inefficient. We had to wait for half an hour before the waiter came to our table and we could get the menu. Then, we had to wait for another twenty minutes before we could order. Furthermore, your staff was impolite and not helpful. I asked the waiter about ingredients in a dish and the way it was cooked, but could get no answer. The waiter told it was none of his business, which was rather rude of him. To make matters worse, the food in your restaurant turned to be too expensive. We paid $15 each only for green salad with a couple of pieces of tomatoes and some greens. The main course was not good either. The meat was overcooked and dry and didn’t worth the money paid. As you can see we couldn’t enjoy the party. I look forward to receiving your apology and trust you will give the matters serious consideration. Yours faithfully, Elena Ostrenko."

Dear Sir or Madam, I am writing to complain about the product called LG Led TV which was made in one of your factories on the continent. I bought it last week in a shop in Dnepr in Ukraine. The TV is advertised as easy to use, most advanced and convenient device of this kind in our country, but, unfortunately, I cannot agree. The problems with the TV began after two days I brought it home and started use. It had the black bars on the screen. As I soon found out, they couldn’t be removed at all. What is more, the sound of the TV is distorted and very low. With the bars and bad sound it does not work very well. Another and perhaps more alarming problem is that the distant control broke down the moment I switched it on. It was very difficult to repair it. Now it does not work and I have to turn on and off manually. It also chooses wrong programmes. As a result, it cannot be used for watching TV. In this situation, I must express my extreme disappointment with your product. I am going to return it as soon as possible. I also hope I may expect a compensation in the form of a new TV. I look forward to hearing from you at your earliest convenience. Yours faithfully, Ludmila Honcharenko

Dear Mr Lancaster,I bought the TV Samsung UE40 K6500 BUXUA from you two weeks ago. It cost $ 500 and has a 2-year guarantee. Now the TV is not working properly. Firstly, there are some strange noises coming from the screen. Secondly, it is very difficult to push buttons on the distant control. Finally, the feature of 3 D programme does not work. Could you please refund my money? I look forward to hearing from you at your earliest convenience. Yours sincerely, Jack Robins

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