Lesson 5 – Step 2 – Writing a complaint email

Goal

Let’s learn some tips on how to write a complaint email. Pay attention to the structure and some useful vocabulary.

Language Discovery

Look at the sentences in blue in the text in step 1. What do they have in common?

1.  They are a list of problems or negative issues.
2.  They clearly describe what happened. 

Look at the sentences in green in the text in step 1. What do they have in common?

1.  They express the objective of the letter: solve this problem.
2.  They offer suggestions to solve the problem.

OPENING WORDS

It is important how we start and end our email. Here are some examples: 

• Dear Sir or Madam, 
• To whom it may concern,

INTRODUCTION

Give basic information about yourself and your relationship to the service or product you are complaining about.

• I am writing to complain about …
• I am writing regarding …
• I am writing to you in connection with …
• I am writing to tell you how disappointed/annoyed I feel about …
• I was deeply dissatisfied with/by …

MAIN BODY – List the problems

Describe the issue you experienced in as much detail as possible. Here are some examples: 

• First of all,
• Not only …, but …
• On top of that…

CONCLUSION

The conclusion is a request for action to solve the problem and where we give our recommendation to solve the issue.

Here are some useful expressions and vocabulary: 

• I would appreciate it if you…
• I demand a full refund …
• I strongly recommend that…
• It would be advisable to…
• I hope you will deal with this matter quickly.

FINISHING WORDS

It is important how we start and end our email. Here are some examples: 

• I look forward to receiving your reply.
• I expect to receive a prompt reply to this letter.

• Yours faithfully,

Conclusion

Ready? Terrific! Let’s move on to step 3.