Letter of ComplaintLetter of Complaint

Organizational Pattern: RREEAALL

• RR = RReason for Writing

Start your letter with a brief summary of what you want to complain about.

• EE = EExplanation and elaboration

Explain the situation/problems in more detail

Organizational Pattern: RREEAALL

• AA = AAction

Demand or offer action to solve the problem

• LL = LLetter Ending

Always give a final sentence or paragraph to conclude the letter

Letter of ComplaintLetter of Complaint

• Letters of complaint usually include the following stages:

• Background

• Problem - cause and effect

• Solution

• Warning (optional)

• Closing  

Sample Letter of ComplaintSample Letter of Complaint

Flat 18 C, Fullview HouseFullview Estate16 Winner StreetLos AngelesUSA

March 25, 2004

AddressAddress is at the top right hand corner.

AddressAddress is at the top right hand corner.

Date Date is under the addressDate Date is under the address

DearDear Sir,

I am writing to you regarding an experience I had when I recently went for a barbecue in the Dahana Country Park.

Start the letter with “DearDear”Start the letter with “DearDear”

1st paragraphRReason for Writing

1st paragraphRReason for Writing

On Saturday, March 24th, my friends arrived at the Dahana Country Park barbecue site at around lunchtime.

2nd paragraph: Explain the situation

DateDateDateDate

PlacPlacee

PlacPlacee

TimeTimeTimeTime

We had been looking forward to the barbecue for several days, but we were horrified to discover that the whole area was full of rubbish. It was clear that the barbecue area had

not been cleaned for several days.

1st problem

To make matters worse, there was only one rubbish bin in the whole area, which was already full of litter, and there were mosquitoes everywhere.

2nd problem DISCOURSE DISCOURSE

MARKERMARKERDISCOURSE DISCOURSE

MARKERMARKER

3rd problem3rd problem3rd problem3rd problem

The area was so filthy that we decided to cancel our barbecue and instead we ended up going to my flat where we cooked our barbecue food in the kitchen, instead of enjoying a nice day out as we had originally planned.

Disappointing Result

In view of these problems, I would be grateful if the following measures could be taken to ensure that in future everyone can enjoy the country park.

3rd paragraph : demand actionUse of Use of

“Would”“Would”Use of Use of

“Would”“Would”

First of all, the barbecue site should be cleaned daily, especially during the peak barbecue season of October-December.

1st action

It would also be best if more rubbish bins were placed at the barbecue site, as it is clear that one litter bin is not enough for so many barbecue pits.

2nd action

I hope that you will take action quickly to resolve this situation.

 

Yours faithfully,

John Brown

John Brown

Don’t know the recipient’s nameDon’t know the recipient’s name

signaturesignature

typed version of the name

typed version of the name

Letter EndingLetter Ending

When we write a formal letter we should remember the following:– No contractions, e.g. I’m, can’t,

we’ll etc… – Use of “would” – Formal sentence structures

Formal LetterFormal LetterFormal LetterFormal Letter

• (a) To make matters worse ( + clause)

• (b) As if this were not enough ( + clause)

•

• Both are used to connect a series of

• negative points or criticisms.

Note the following discourse markers :

(c) In view of these problems… (d) In light of these problems…

e.g. In view of these problems, I would suggest that you take the following measures to improve the situation.

Because of these problems

suggestion or recommendation

Now : PRACTICE Now : PRACTICE Now : PRACTICE Now : PRACTICE

Topic 1: Writing a letter of complaint Topic 1: Writing a letter of complaint

about a pop concert you attendedabout a pop concert you attended

Situation: Recently, you went to a pop concert. The tickets for the concert cost $50 each. However, you were not very happy for number of reasons:

1. the sound system was very bad

2. people in the front rows stood up and blocked your view

3. the air-conditioning system was not working

4. people in the next row were smoking and no one stopped them

5. the concert started one hour later than advertised and finished half an hour early 

Write a letter of complaint to the organisers, explaining what happened and demanding a refund and other action.

Task: Task:

Work in groups Complaint Letter for Poor Service• Write a complaint letter about receiving poor service during a hotel stay.

Complaint Letter on a Purchase• Write a complaint letter regarding a purchase you are not satisfied with.

 Complaint Letter to an Airline• Write a complaint letter to an airline regarding lost luggage on a flight.

 Complaint Letter on a Car Repair Problem• Write a complaint letter example written to a car repair shop requesting

reimbursement for an additional tow expense.

 Complaint letter about Poor Service, Defective or Inferior Products• Write a complaint letter, summarize the problem briefly, specifically, and

clearly. Include all information basic to the problem.