Preparation for ZNO. Writing letters.

Letter of complaint

  A formal letter of complaint is written to complain about the problem which has arisen (e.g. faulty merchandise, rude staff, inaccurate information etc). It should explain the reasons for the complaint, and usually includes a suggestion/request/ demand concerning what should be done ( e. g. refund, compensation etc). We can use a mild tone to sound more polite or a stronger to set or annoyed. However, we must never sound rude.

Mild or strong language can be used depending on the writer's feelings and the seriousness of the complaint, but abusive language must never be used.

 Mild Complaint:

I am writing to complain about a factual error in yesterday's newspaper.

 I hope that you will give this matter your prompt attention.

Strong Complaint:

I am writing to express my strong disapproval concerning the offensive b ir company's Winchester Road branch.

I demand a full, written apology or I will be forced to take legal action.

The nature of the complaint should be clearly stated in the first paragraph. Each aspect of the topic should be presented in a separate paragraph containing a clear topic sentence. Each complaint should be supported by clear justification.

  When we write a letter of complaint, we usually write five paragraphs. In the first paragraph, we state the complaint, saying what has happened and where/when the incident took place. In the second and third paragraphs, we write our complaints, giving examples or reasons. We write a new paragraph for each complaint. We use firstly, secondly, to start with, to makes matters worse, furthermore, etc to link our complains. In the last paragraph, we ask for some kind of  compensation, e.g. an apology, a refund, a replacement etc.

   Plan

To begin letters

State reasons for writing (Para 1)

Main body (Para 2-3)

State complaints with justification (Para 4-5)

Suggest what should be done

Final Paragraph

Closing remarks

Full name

The exact number and division of paragraphs will depend of the specific instructions for each letter – writing task.

 

Useful Language

 Mild complaint

I am writing to complain about/ draw your attention to (the problem of)..

I am writing to express my disappointment/dissatisfaction with ...

Strong complaint

I am writing to express my annoyance/extreme dissatisfaction with

I regret to/feel I must inform you how appalled/shocked  I was ...

To end letters:

Mild complaint

I hope this matter will be dealt with/resolved as soon as possible

(receive your immediate attention/ not be treated lightly.)

I feel that you should .../I am entitled to compensation/a refund/a replace

Strong complaint

I (must) insist on .../insist (that)/demand .../warn you that...

Unless this matter is resolved .../Unless satisfactory compensation is off

I will have no choice but to/I will be forced to take further/legal action.

Examples

Dear Sir/Madam,

     I am writing to complain about the terrible service provided by your airline  when I travelled with you on flight D2452 to Rome last Thursday.

  Firstly, although the flight was delayed for over two hours, passengers were given no explanation for the delay and we were not given a drink.

 As well as when we finally boarded the plane, the staff  were most unhelpful and refused to respond to the call button. One member of the cabin crew actually spilt coffee on my jacket. To make matters worse, he made no effort to clean it up or to apologize.

  In addition, when we reached our destination, one of my suitcases was open and some of my clothes were missing.

  As you can imagine, I was extremely upset and angry about the whole experience. I expect the missing items, however a written apology from the airline. I hope to hear from you at your earliest convenience.

  Yours faithfully,

Dan Webb.

Test 1. Read the letter and circle the correct item.

Dear Sir/Madam,

  I am writing to complain about the s prices at your restaurant, “The Salmon's Leap”.

I took my friends out for a birthday party to your restaurant on Friday 14^th May and had an awful meal. The waiter showed us to a table next to the kitchen and we weren’t able to change to another one.  It was very noisy and waiters were pushing past us all the time. When the  waiter brought us the drinks, he spilled orange juice on  my new dress. My steak was burnt although I ordered it  medium raw and the coffee at the end was cold. When I got the bill, it was much more than I expected.

 I would like you to pay to clean the dress and apologize for spoiling my special day. I must say, I used to eat regularly at «The Salmon's Leap». I hope that your standards will improve again.

Yours faithfully,

Louise Lewis.

 

1) 1) The girl ____ .

A is pleased with her visit to the restaurant

     B is not satisfied with her visit to the restaurant

     C is indifferent with her visit

2) The purpose of her visit is___.

A to celebrate her birthday party

B to celebrate her mother's birthday party

     C to celebrate Christmas

3) They were sitting___.

A in the middle of the hall

B next to the kitchen

 C next to the front door

4) The waiter was___.

A rude and fast

B polite and helpful

C clumsy and slow

5) The prices at the restaurant were ____ .
       A very high     

        B normal 

        C rather low

 Test 2 Write a letter of complaint to the restaurant manager which you visited on May 6^th. Fill in the gaps.

 

   Dear Sir/Madam

 I am writing to complain about your restaurant which my family visited on May 6^th.

  Firstly, I am not ____ with the service, because the waiter was not friendly. He was also very slow and we had to  _____ for about 30 minutes when he brought us the food.

 Secondly, the music was so ____ and violent that we were not able to hear each other.

  As for the food in your restaurant, it was not nice either. Furthermore, I can say that food was undercooked. The steak which we ordered was very ____ and chips were so greasy that they were ____ to eat. At the end the waiter spilt coffee on my wife’s dress and he even _____ for it.

  I expect that you will give the matters ____ consideration. I would also like you to give me a refund of the cost of the meal.

  Yours faithfully,

      Jack Wilson

(The key: 1) complain, 2) satisfied/ hleased,3) wait, 4) loud, 5) tough 6) impossible, 7) apologize, 8) serious)

 

Test 3. You recently spent five days at the Sunrise Hotel in Honolulu, Hawaii, in the middle of the  Pacific Ocean. But you had some problems with the room service, the staff and the facilities at  the hotel. Write a letter of complaint to the hotel manager. Use the information in the table and the plan below.

 

Complaints	Examples
1. unreliable room service	a) ordered two simple dishes – took over an hour to arrive –were  cold
2. lack of facilities	b) pool and gym advertised in brochure – closed for repairs during our staying
3. lack of staff	c) need help with luggage – there were no porter, our room was not cleaned for two days – all maids were busy

 

Test 4.Write about your visit to “The  Rosebowl” restaurant last Monday evening, but you were not pleased with the service, the quality of food and the prices. Use the plan below to write a letter  letter of complaint .

Dear Sir/Madam

(Para 1) I am writing to ...

(Para 2) waiters very slow - wait/hour/meal

pasta/too spicy - pizza/cold

get bill - surprised how much/cost

(Para 3) I expect/apology for spoiling/evening

hope/improve service - reduce/prices or else you /lose customers.

Yours faithfully, _____.