PAPER I LETTERS OF COMPLAINT AND ADJUSTMENT F. S.

CHUNG

INTRODUCTION

When you find your newly bought TV set defective, you will probably complain to the shop on the
phone or in person. However, if you cannot get a satisfactory reply or remedy, you might think of writing a
letter of complaint to the senior level.

Letters of complaint are very common in this modern society where everybody is aware of his own
rights. However, one should not be so angry as to make the letter look impolite and ineffective.

On the other hand, when you receive a letter of complaint, you have to deal with the case carefully.
You might try to pacify the complainant but not at the expense of your company's reputation.

PRINCIPLES
Letter of Complaint
· annoyed or irritated feeling must not appear in the letter
· should refrain from explicitly putting the blame for whatever has happened on the person he is writing
to
· should use courteous instead of abusive language
· should be short and factual

Letter of Adjustment
· complaint should be dealt with promptly and objectively
· justified complaint should receive sincerest apologies and a promise to make amends
· complaints with no grounds can be dealt with tactfully by pointing out possible reasons for apparent
misunderstanding or error of judgment

LANGUAGE
1. Use past tense to describe what actually happened
e.g. I bought a juice extractor on 21 April.
e.g. When I pressed the PLAY button, the tape clicked.
e.g. The salesman was transferred from the Men’s Wear Section.

2. The right wording and expressions are very important in letters of complaint and adjustment. Some are
listed below:

Letter of Complaint
A. Opening lines
e.g. I wish to lodge a complaint about the hygiene of your restaurant.
e.g. I am writing to complain against a salesman at your Mongkok Display Room.
e.g. I wish to inform you that gas supply to our building has been stopped three times this week.
e.g. Concerning / Regarding the schedule of the tour, I have a few complaints to make.

B. Protesting
e.g. I have had enough of karaoke noise.
e.g. I cannot bear / stand the way you treat little animals.
e.g. I must say how disappointed I was about your service.
e.g. I am sure conditions could be better.
e.g. I cannot see why you let this go on.

C. Pointing out core of problem

e.g. There was surely a misunderstanding of accounts.
e.g. It was obviously an oversight during checking and repair.
e.g. It was totally due to an indifferent attitude.
e.g. There has Been a mistake in the reservation process.

D. Suggestions and warning

e.g. I am not prepared to go without sleep any longer.

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PAPER I LETTERS OF COMPLAINT AND ADJUSTMENT F. S. CHUNG

e.g. I think a refund is in order.

e.g. I believe it is fair enough to ask for a replacement.
e.g. May I suggest that you send us a refund?
e.g. Unless a thorough repair is done, I am not going to pay the instalment.
e.g. Please look into the matter.
e.g. I think something should be done to improve your service.
e.g. If no improvement is seen, I can only bring the matter to the Consumer Council/ the press .
e.g. It's time you took some action.
e.g. I have no alternative but to write to the concerned department.

E. Closing lines
e.g. Thank you for your kind attention.
e.g. I hope such matter will not happen again.
e.g. I trust that your company will take appropriate action.
e.g. We would welcome explanation.
e.g. Wishing your company every progress / prosperity / success.

Letter of Adjustment
A. Opening lines
e.g. Thank you for your letter of 15 June.
e.g. I was sorry to learn from your letter that
e.g. Thank you for letting us know that
e.g. I appreciate receiving your letter about . . .
e.g. With reference to your letter dated 15 June, I would like to

B. Apologizing
e.g. We regret that
e.g. I do apologize for
e.g. Please accept my apologies for . . .
e.g. I am terribly sorry that
e.g. I sincerely apologize for the trouble we have put you through.
e.g. We will assure that it will not happen again.

C. Excusing
e.g. It was actually an accident / a coincidence / inevitable.
e.g. He did not mean to
e.g. She had no idea
e.g. He had no intention of
e.g. I am sorry we cannot agree to . . .
e.g. We much prefer not to

D. Closing lines
e.g. We look forward to serving you / handling your needs.
e.g. We hope you could continue to place your trust in us.
e.g. Your interest in our company is appreciated. e.g. Please do not hesitate to give us further
comments.
e.g. We guarantee our best services at all times.

3. The sentence pattern showing contrast and concession will be very useful in modifying your tone.
e.g. Much as I like babies, I cannot stand them crying continuously overnight.
e.g. Even though we have tried our best, there are occasional flaws.
e.g. I talked to him calmly. However, he gave me a rude reply.
e.g. I called every day only to be told that it was still being repaired.

STYLE AND ORGANISATION

1. Both letters of complaint and adjustment are formal letters and should follow acknowledged formats. Their
organisations are also less flexible. Here are the normal layouts.

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PAPER I LETTERS OF COMPLAINT AND ADJUSTMENT F. S. CHUNG

Letter of Complaint
A. State clearly what the complaint is about.

B. Describe what exactly happened, e.g. date, time, place, people involved, item in question, receipt number,
etc.

C. Demand action, e.g. refund, apology, replacement of faulty parts, explanation to the public, etc.

D. Polite closing -
· mention the inconvenience that you and your friends or clients were put to as a result of whatever it was
you had to complain about.
· assure the person you are writing to that your esteem for him (or his firm) is not diminished by what has
happened
· express your trust that he will continue to uphold his reputation for fair dealing with all his customers
· suggest a compromise, if any, to solve the problem that exists
· on no account should you threaten legal proceedings.

Letter of Adjustment
A. Acknowledgment of receiving the letter

B. State that you have looked into the matter

C. Apologize when the complaint is justified

D. Suggest the remedy

E. Explain for the company when the complaint is not justified (Suggest a compromise to make the
complainant feel better)

F. Give a tactful refusal where necessary (Clarify the situation and make it reasonable)

G. Promote the image of the company, retain customers

H. Invite further opinions

I. Polite closing
· assure your client that the same mistake will not happen again
· offer, if appropriate, some token of goodwill, such as sending a small gift voucher to cover the cost of
postage on the items that your client has returned to you.

2. Letters of complaint and adjustment have clear purposes. Everything should be to-the-point and explicit.
Never assume that people know what you intend to do.

3. The letter can take either a personal tone or an impersonal one.

e.g. I hope your company can give me a refund. (Personal)
e.g. It seems reasonable that a refund (should) be given.. (Impersonal)

MODEL ESSAYS

Here are two letters of complaint. Both letters are complaining about the bus service on Route
70 between Aberdeen and Central District.

333, Village Road,

Aberdeen,
Hong Kong.

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PAPER I LETTERS OF COMPLAINT AND ADJUSTMENT F. S. CHUNG

13 - 10- 1996.

The China Motor Bus Company Ltd.,

115, Shannon Street,
North Point,
Hong Kong.
Dear Sir,

IRREGULAR BUS SERVICE ON ROUTE 70

I wish to draw your attention to the irregular bus service that presently exists on
Route 70 between Aberdeen and Central District.

Up until three weeks ago the number of buses on this route was adequate and
they ran at regular intervals. However, since September 25th, there has been a big drop in
the number of buses serving this route with the result that the service has become very
irregular. Take, for example, the bus which is supposed to leave Aberdeen station at 8.00
a.m. Yesterday it departed at 7.55 a.m. and it was 8.06 a.m. this morning before it left the
station. I am sure you realize that workers and students depend on your buses to get them
to and from their places of work on time. But with fewer buses on this route and an
irregular service, it is only natural that the regular commuters are beginning to express
their concern and anxiety at the inconvenience they are having to put up with.

We all appreciate the fact that the China Motor Bus Company has, until recently,
provided an excellent service on Route 70 and we have no reason to doubt that the
Company will continue to offer the same service in future. For this reason I know that we
can expect prompt, remedial action from your Company.

Yours faithfully,

T Chan

Thomas Chan (Mr.)

111, City Road,

Aberdeen,
Hong Kong.
13 - 10 - 1996.
The China Motor Bus Company,
115, Shannon Street,
North Point,
Hong Kong.

Dear Sir,

What is your Bus Company doing? Are you not concerned about the people
who keep your buses on the roads? It is already three weeks that the bus service on Route
70 has been most unsatisfactory.

It seems to me that you have taken nearly all the buses off this route and put
them on more profitable routes. Why did you do that? Do you believe that we can do
without buses to get to work? I should also point out that the buses which are still
serving Route 70 are very irregular. In fact, it seems to me that they come and go when
it suits the drivers. Please remember that your buses are at the service of the public and
the way you are treating us now is simply not good enough.

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PAPER I LETTERS OF COMPLAINT AND ADJUSTMENT F. S. CHUNG

It is about time you did something about Bus Route 70. If there is no change for
the better within two weeks, I will see my lawyer and get him to write you a letter.

Yours faithfully,

W Wong
William Wong.
Here is the type of reply Mr Chan could expect to receive to his letter.

The China Motor Bus Company Ltd

115 Shannon Street
North Point
Hong Kong
18/ 10/ 1996
Our Ref. ABL/381

333 Village Road

Aberdeen
Hong Kong

Dear Mr Chan

Thank you for your letter of October 13th, 1986. We were sorry to learn of the
inconvenience caused to you and the other commuters on Route 70 between Aberdeen
and Central.

During the period that you mentioned, September 25th to October 13th, our entire fleet
of buses was undergoing general maintenance and road worthiness tests. As a result,
there were fewer buses on certain routes and Route 70 was one of these. There was a
notice to this effect at all Route 70 bus stops but perhaps you were not aware of it. You
pointed out that the 8.00 a.m. bus did not leave the Aberdeen bus station on time on
October 12th and 13th respectively. We have contacted the drivers in question and
instructed them to be punctual in future. All buses on Route 70 will be back to normal
service as of October 25th.

Again, allow me to thank you for your concern and be assured that the China Motor Bus
Company will continue its good service to the people on Route 70.

Yours sincerely
A Au
Andrew Au (Mr)
Manager

Here is an example of a reply to Mr Wong's letter of complaint. This is the type of letter you should
refrain from writing, however much you might feel justified in so doing. This letter smacks of
vindictiveness and it appears that the writer is more interested in defending the Bus Company than in
investigating the complaint.

The China Motor Bus Company

115 Shannon Street
North Point
Hong Kong
18-10-1996

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PAPER I LETTERS OF COMPLAINT AND ADJUSTMENT F. S. CHUNG

Our Ref ABL/381

111 City Road

Aberdeen
Hong Kong

Dear Mr Wong

Yesterday we received your letter. We were surprised to learn that our buses on Route 70
have not been running to your satisfaction.

We feel very sorry to have to inform you that we cannot run buses at the times which
suit you. If you are not satisfied with the present arrangements, you should use some
other means of transport. All our buses leave the bus station on time.

Thanks for your letter. If you have any more complaints about our service on Route 70,
please do write and let us know. It is our pleasure to be at your service.

Yours faithfully

A Au
Andrew Au
Manager

EXERCISE

15 May 1994
Dear Sir/ Madam,

I am writing to express my worries and grievance over the (1) that old people
receive in your Health Centre.

My 70-year old grandfather (2) into Long Life Health Centre three months ago
after a small (3) on his toe. As he is a diabetic, we thought good nursing could help him
recover. We placed complete trust in your Centre when we handed over our (4) family
member to you. We did not leave him there and watch with (5) arms. We visit him
almost every day but what we have observed is rather (6).

My grandfather stays with a (7) more old men in a small room. There are quite
a few windows but they are always (8) The nurses seem to be unaware of the stuffy
condition. They always gather at their station chatting, knitting or trimming (9) . Once I
saw an impatient nurse throw a plastic spoon onto a patient's face because he could not
catch (l0) her speed of feeding. The poor old fellow seemed to suffer from Alzheimer's
disease. He might not understand what that (11) action meant but how would his family
feel? It was absolutely disgraceful to bully the sick (12).

A more astonishing incident (13) yesterday. At about 7:30p.m., when I was

escorting grandpa to the lavatory, I saw a man waving for help. He was trying to reach
(14) the alarm. I pressed the bell and shouted for the nurse. The old man seemed to be
(15) with phlegm. His face turned blue in a minute but nobody turned (16). I rushed to
the nurse station and demanded an emergency rescue. Luckily he was saved in time. I
dare not imagine what (17) happened if I had hesitated to start the run.

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PAPER I LETTERS OF COMPLAINT AND ADJUSTMENT F. S. CHUNG

Please put yourself in our (18). We expect professional service and caring for
our elderly. It's heartbreaking to see them maltreated and left (19) like dumped rubbish.
There should be thorough investigation into the case and an open (20).

Wishing your Centre every progress.

Yours faithfully,
P Lau
P. L. Lau (Mr)

1. A. medicine 8. A. closed 15.A.filled

B. treatment B. close B. choked
C. attitude C. opened C. full
D. love D. open D. fed

2. A. moved 9. A. faces 16.A. up

B. lived B. nails B. down
C. stayed C. fingers C. in
D. resided D. hairs D. out

3. A. cut l0. A. up 7.A. would

B. bandage B. up with B. had
C. ulcer C. with C. would have
D. operation D. no prep. is needed. D. has
4. A. lovely 11. A. angry 18.A. hands
B. beloved B. is B. heads
C. real C. insulting C. minds
D. related D. has D. shoes

5. A. one 12.A. older l9.A. unaware

B. two B. elder B. lonely
C. folded C. elderly C. unattended
D. our D. age D. dirty

6. A. frightened 13 . A. wars happened 20. A. complaint

B. afraid B. took place B. explanation
C. scary C. occurred C. study
D. surprised D. took time D. execution

7. A. bit 14.A. at
B. twelve B. with
C. dozen of C. out
D. dozen D. for

HKCEE QUESTIONS

1996
3. It was your best friend's birthday last week. To celebrate, you took your friend to a new restaurant for a meal.
The pictures below show some of the things which happened while you were there.

(Picture)

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PAPER I LETTERS OF COMPLAINT AND ADJUSTMENT F. S. CHUNG

Write a letter of complaint to the editor of the newspaper describing some of the problems you had and
how you felt at the end of the evening. Sign your letter L Tse.

ST. JOSEPH’S COLLEGE ENGLISH NOTES 8