COMPLAINT FORMAL LETTER
layout
phrases
GREETINGS
Dear Sir / Madam
Dear Mr. / Ms. Smith (last name)
INTRODUCTORY PARAGRAPH
(explaining reason to write)
* I am writing…
regarding / in connection with / to complain about / to draw your attention to
/ to express my dissatisfaction with
* I have to say that I was not at all satisfied with…
* I am sorry to say that I was extremely disappointed with…
*Topic sentence stating the positive point. + However, + problem….
Example: We thoroughly enjoyed the first week of the holiday. However, after
that we experienced a number of problems.
MAIN COMPLAINT
* Firstly / In the first place / First of all
* The first thing I would like to draw your attention to is...
* My first concern / complaint is...
FURTHER COMPLAINTS
* Secondly / In the second place
* Not only ... but also...
* Moreover / In addition to this, ...
* Furthermore, ...
* To make matters worse, ...
* ... was also unsatisfactory / unacceptable
DEMANDING ACTION
* I would like you to look into this matter, and let me know
your decision.
* I hope that this matter can be resolved…
* I hope that you will deal with this matter promptly as it is
causing me considerable inconvenience.
* I would like a full or partial refund as soon as possible.
* Could you please arrange for me to receive a new ___
or refund my money in full?
* We must insist on an immediate replacement/full refund.
* I would be thankful / grateful if you...
* Under the circumstances, I feel that an apology should be offered
* I feel/believe that I am entitled to a replacement/refund…
* In view of the many ways in which it did not match the claims made in your
publicity, ...
* Unless I receive the goods by the end of this week, I will have no choice but to
cancel my order.
* Unless I hear from you before (time), I shall be obliged to take matters a step
further
* I demand a full refund/an immediate replacement or...
* I hope that I will not be forced to take further action.
ENDINGS
* I look forward to + ing (hearing from you)
* ... at your earliest convenience
Yours faithfully (when the letter starts Dear Sir/Madam)
Yours sincerely (when the letter starts Dear Mr./Ms. Jones…)
Sincerely yours / Sincerely (US)
Make sure you use formal words related to money & shopping: purchase, amount, refund, order,
response, return, receive, replace..., and at all times avoid using abbreviations & contracted verb forms.
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