Letter of Complaint

• Writing
• Vocational Education

Goals

Students will be able to write a structured, polite complaint letter about an equine-related problem. 

Students will be able to recognize and rewrite impolite or informal sentences into polite language

“You ordered a new pair of headphones online. When they arrived, the sound quality was poor, the headband was cracked, and the company hasn’t responded to your emails.”

A. What information would you need to include in a letter of complaint?

B. What tone should the letter have?

C. What structure do you think a complaint letter has?

Structure letter of complaint

part 1	opening	When you do know the recipient's name: Dear Mr (or Mrs, Ms, Miss, etc.) Surname. When you don't know the recipient's name: Dear Sir/Madam, or To whom it may concern.
part 2	introduction paragraph	In your first sentence draw the recipient’s attention to the matter you’re going to raise or discuss.
	body paragraph(s)	Provide some detailed background information; describe the circumstances that resulted in your dissatisfaction. Then, expand on the effects and consequences the problem had—show what damage you’ve suffered.
	final paragraph	In conclusion, you should state what your expectations are and when you want to receive an answer to your complaint.
part 3	the close	When you do know the recipient's name: Yours sincerely, When you don't know the recipient's name: Yours faithfully, Type your name underneath your signature.

Prompt

You booked a riding lesson at a local riding school. When you arrived, the horse you were given was clearly lame and not fit to be ridden. The instructor told you to ride the horse anyway. You were very uncomfortable and worried about the welfare of the horse, as well as your own safety.

Write the purpose of writing the letter.
(reason for writing)

Write two sentences to explain the complaint in detail.

Write a suggestion or an action to be taken by the recipient
(call to action)

How to Write More Politely in a Complaint Letter

1. Use indirect requests instead of commands

❌ “Give me my money back!”

✅ “I would like to request a refund.”

2. Replace negative adjectives with neutral words

❌ “This stupid phone is useless.”

✅ “Unfortunately, the phone stopped working.”

How to Write More Politely in a Complaint Letter

3. Focus on the problem, not on blaming

❌ “Your staff is terrible.”

✅ “I was disappointed with the service I received.”

4. Show understanding / stay constructive

❌ “You ruined my holiday.”

✅ “The issue with the hotel facilities caused inconvenience during my holiday.”

Create a full sentence from each prompt:
broken product

Create a full sentence from each prompt:
missing parts

Create a full sentence from each prompt:
not satisfied

Create a full sentence from each prompt:
repair needed

Create a full sentence from each prompt:
arrived yesterday

This week's work