Business Correspondence 2

Letter of complaint

Letter of apology

Letter of complaintMaking a mild complaint

Structure: Dear ... Say why you are writing State the reason for complaining (giving bad

news) Ask for action (Closing) Yours ...

Say why you are writing

I am writing to complain about … I am writing to express my dissatisfaction with …

State the reason for complaining

Giving bad news Unfortunately, ... I am afraid, ... We are sorry to tell you... We regret to inform you...

Requesting some action

Could you please … as soon as possible/ immediately/ without delay?

Please could you … We would be grateful if you could … We would appreciate it if you could …

Letter of complaintMaking a mild complaint

Make a mild complaint: A company has sent you a bill for the wrong

goods.1. Say what is wrong (give the bad news)

2. Request action Unfortunately, you sent us a bill for the wrong

goods. Please could you send us the correct bill as soon as possible?

Make mild complaints

1. Your new photocopier has broken down five times in the last week.

2. Your two temporary secretaries do not speak English. Write to the agency who sent them to you and ask them for replacements.

Making a mild complaint

1. We are sorry to tell you that the photocopier that you sold us has broken down again. We would appreciate it if you could come and repair it without delay.

2. Unfortunately, the secretaries you sent us do not speak English. We would be grateful if you could send us two new secretaries as soon as possible.

A letter of mild complaint: fill in the blanks Dear Mr Onaka Invoice no. 5654AH _______________ the above invoice for an MX3

photocopier. We received this machine yesterday. __________, it

is not the model we ordered. It is much more expensive. ____________________send us the correct photocopier and arrange for collection of the one you sent in error.

___________________________ ________________ Steve Label

Dear Mr Onaka Invoice no. 5654AH I am writing in connection with/ I am writing to

complain about the above invoice for an MX3 photocopier.

We received this machine yesterday. Unfortunately, it is not the model we ordered. It is much more expensive. We would be grateful if you could send us the correct photocopier and arrange for collection of the one you sent in error.

I look forward to hearing from you. Yours sincerely Steve Label

Making a strong complaint: structureMatch up the right side with the left

1. Say why you are writing

2. Say what is wrong

3. Give further reasons

4. Demand action

5. Give a warning (if necessary)

A. Unless we hear from you within seven days, we will take legal action.

B. It is now over 6 months since we placed this order and we are still waiting for the cabinets.

C. We must insist, therefore, that you deliver them immediately.

D. I am writing in connection with the above order for filing cabinets.

E. I should also like to point out that we already paid for the cabinets.

Making a strong complaint: structureSolution

1. Say why you are writing

2. Say what is wrong

3. Give further reasons

4. Demand action

5. Give a warning (if necessary)

D. I am writing in connection with the above order for filing cabinets.

B. It is now over 6 months since we placed this order and we are still waiting for the cabinets.

E. I should also like to point out that we already paid for the cabinets.

C. We must insist, therefore, that you deliver them immediately.

A. Unless we hear from you within seven days, we will take legal action.

A strong complaint: put the sentences in order I must insist, therefore that you take immediate

action to improve the quality of your services. Dear Sir or Madam I hope it is not necessary to remind you that this is

the second time I have complained about your employees.

I am writing in connection with your contract to clean our offices.

Yours faithfully Twice this week, I have found your workers asleep

when they should be working. H. Wilson

A strong complaint: Solution

Dear Sir or Madam I am writing in connection with your contract to

clean our offices. Twice this week, I have found your workers asleep

when they should be working. I hope it is not necessary to remind you that this is

the second time I have complained about your employees.

I must insist, therefore that you take immediate action to improve the quality of your services.

Yours faithfully H. Wilson

Apologising: the structure

1. Dear…

2. Acknowledge the receipt of the original letter of complaint

3. Apologise

4. Give a reason for the problem

5. Say what you are doing to correct the mistake

6. Apologise once again

7. Yours …

8. Signature

9. Name (position)

Acknowledge the receipt of the original letter of complaint

Thank you for your letter of 15 May asking if…/enquiring about…

We have received your letter of 15 May concerning…/regarding…

With reference to … With regard to…

Apologies (1st)

Remember: apologies (N, pl.) <-> apologise (V)

First apology We are sorry for the delay in replying… I would like to apologise for the delay/

inconvenience… We must apologise for… We are extremely sorry for…

Apologies (2nd)

We hope this has not caused you any inconvenience.

Please accept our apologies once again. With apologies once again.

Giving a reason

Phrase + Noun This is as a result of +

Noun This is owing to + Noun This is due to + Noun This is because of +

Noun

Phrase + Verb This is as a result of the

fact that + Verb This is owing to the fact

that + Verb This is due to the fact

that + Verb This is because of the

fact that + Verb

Give a reason in this situation:

decrease of all salaries by 10% - fall in sales We are forced to decrease all salaries by

10%. This is as a result of a fall in sales.

Giving a reason

Delay the delivery of goods – strike by airline pilots

Cannot deliver your new order – we have not received your payment for the last order

Cancel the meeting today – a lot of the staff have been ill

Solutions

1. We have been forced to delay the delivery of goods. This is due to a strike by airline pilots.

2. We are unable to deliver your new order. This is due to the fact that we have not received your payment for the last order.

3. We had to cancel today’s meeting. This is owing to the fact that a lot of the staff have been ill.

Write a letter of apology

Mr. David Hawkins has sent you an email on 15 May, complaining that his company has not received the payment for the new cabinets that you have ordered. Apologise to him and explain that you have sent the payment to the wrong account. Promise to send them the check today.

1. Dear Mr Hawkins2. Order 2853. Thank you for your email dated 15 May.4. We are extremely sorry that you have not

received our payment before now. 5. Unfortunately, we sent the payment to the

wrong account two months ago. 6. I have arranged for a cheque to be sent to you

today.7. With apologies once again.8. Yours sincerely9. Peter Townsend10. Purchasing Section