Letter of Complaintt
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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.