APTIS_ WRITING PART 4

GUIDE: "How to write an E-MAIL OF COMPLAINT"

In an e-mail or letter of complaint you complain about unsatisfactory goods or bad service and it is written in a formal
style.

When writing a letter of complaint keep to the facts, explain clearly why you are writing, give exact details, and explain
your demands.

1. In the introduction you have to state clearly what you want to complain about.

2. In the main body you justify your complaint and give as much detail as necessary.

3. It usually finishes off with a specific demand for an action.

Register: formal

Structure and Organisation:

subject line refers to content of e-mail

state the reason for writing

a new paragraph for each main point

appropriate linking words and phrases

emphasise key information and any action that may be required

closing

sign-off

Useful language:

Greetings Dear Mr/Mrs,

Dear Sir/Madam,

Dear Sir or Madam,

Reason for writing I am writing regarding

I am writing in response to .

I am writing to you about

I am writing to complain / protest about

I am sorry to have to inform you that

Body of the letter First,.../Secondly,.../Finally,... your advertisement/brochure promised

I am disappointed because

Moreover, the was supposed to be

Enclosed are copies of the receipt and guarantee.

I would be grateful if you could

The problem is that

There may be a misunderstanding about

 Ending I look forward to your reply and a resolution to my problem.

I look forward to hearing from you as soon as possible.

I would like you to refund my money.

Unless I receive a satisfactory reply, I will write to the Consumer Association.

Thank you for cooperation / trouble.

I look forward to receiving an apology and ... .

Please contact me at the above address.

Yours faithfully / Yours sincerely,

EXERCISE: Aptis Writing Task 4 - Travel Club

You are a member of a travel club. You received this e-mail from the club:

Dear Member,
We are writing to tell you that the famous world traveler, Ms. Zora Akello will unfortunately not
be able to give a talk at our next club meeting due to a mistake in scheduling by the club
secretary. However our meeting will take place as usual.

Write an e-mail of complaint to the manager of the club. Write about your feelings and what you would like to
do. (Write 120-150 words).

OPTIONAL:
Additional exercise: How would you improve the following e-mail of complaint?