Effective Complaint Writing

• English
• Further Education (Key Stage 5)

Writing an effective complaint

Learning Objective

At the end of the lesson, you will be able to write an effective complaint that is constructive and solution-oriented.

Introduce the objective of the lesson and what students will be able to achieve by the end of the lesson.

What do you already know about writing a complaint? Is this type of writing formal or informal?

1. Greetings & Beginning

Start with a polite greeting and provide brief details about the incident. 

    a)Dear Sir or Madam, 

    b) I am writing to make a complaint about/ concerning/ regarding…..

Provide an example of a polite greeting and how to briefly describe the incident. Discuss the importance of being clear and concise.

2. Making the Complaint

Describe the problem clearly, while being constructive and not accusatory.

  2.1 Reacting to change/decisions.

•   I feel (extremely) concerned about the new changes proposed by...
•   I am disappointed with the decision made by you to introduce/ implement/ change
•   I would like to express my disappointment with this proposal as….

        

Provide examples of how to describe problems clearly, while avoiding accusations and blame. Discuss the importance of being constructive.

3. Emphasise Inconvenience

Explain how the problem is causing inconvenience and provide suggestions for improvement.

       I am not happy about the inconvenience this situation is causing me.

      This change will have a negative effect on…

3.1 Request action/ Make suggestions

       I would be grateful if you could look into this matter and….

       I would appreciate it if we could hold a meeting to discuss the issues that concern us/me.

       In order to improve this situation, I recommend that you introduce/ I recommend introducing a …

3.2 Make your position clear 

       If you do not reconsider the decision to… I will have no option but to...

       

Provide examples of how to explain the inconvenience caused by the problem and how to make suggestions for improvement.

4. Ending

End with a polite closing and request for a response.

 I look forward to hearing from you

Yours faithfully

(your name)

Discuss the importance of ending with a polite closing and a request for a response. Provide examples of polite closings.

Put the steps to write a complaint  in the correct order

1

2

3

4

5

Greetings

Make the complaint: Reacting to change

Beginning 

Ending

Emphasise the inconvenience: Request actions/ Make your position clear. 

How should you end a complaint letter?

1. I hope you suffer for what you've done. Regards, Furious.
2. Don't bother responding. Best, Bitter.
3. I look forward to hearing from you. Yours faithfully, Your name.
4. Thanks for nothing! Sincerely, Annoyed.

What phrase can be used to request action or make suggestions?

1. I regret that I will be forced to end our relationship
2. I recommend taking no action at this time
3. I would like to express my gratitude for the inconvenience caused
4. I would appreciate it if we could hold a meeting to discuss the issues that concern us

What phrase can be used to emphasize the negative effect of a change?

1. This change will have a negative impact on our work/life balance
2. This change will have a positive impact on our customers
3. This change will have no impact on our work/life balance
4. This change will have a positive effect on our work/life balance

Which of the following phrases can be used to express disappointment with a decision?

1. I am happy with the decision made by you to implement
2. I am disappointed with the decision made by you to implement
3. I am glad with the decision made by you to change
4. I am grateful with the decision made by you to introduce

What information can usually be found in the beginning of a complaint letter?

1. A description of the writer's mood
2. The writer's name and address
3. Details such as dates, amounts, invoice numbers
4. The writer's opinion on current events

What should you do to request action?

1. Make demands
2. Complain
3. Make suggestions
4. Threaten legal action

What is the purpose of emphasizing inconvenience?

1. To show superiority
2. To make demands
3. To show how the situation is affecting you
4. To blame the other party

What should be avoided when making a complaint?

1. Clear, concise information
2. Constructive feedback
3. Appropriate tone
4. Accusations, blame and abuse

Write down 3 things you learned in this lesson.

Have students enter three things they learned in this lesson. With this they can indicate their own learning efficiency of this lesson.

Write down 2 things you want to know more about.

Here, students enter two things they would like to know more about. This not only increases involvement, but also gives them more ownership.

Ask 1 question about something you haven't quite understood yet.

The students indicate here (in question form) with which part of the material they still have difficulty. For the teacher, this not only provides insight into the extent to which the students understand/master the material, but also a good starting point for the next lesson.