This lesson contains 21 slides, with interactive quizzes, text slides and 1 video.
Lesson duration is: 90 min
Items in this lesson
A complaint letter
Slide 1 - Slide
Lesson goals
Writing Learn the structure and how to write a complaint letter
Grammar: use of articles and conjunctions
Slide 2 - Slide
Articles (lidwoorden)
Slide 3 - Slide
Slide 4 - Slide
Slide 5 - Slide
ARTICLES Chris wants to be ___ policeman after he graduates.
A
a
B
an
C
x
D
the
Slide 6 - Quiz
ARTICLES ___ house over there was built in 1825.
A
a
B
an
C
x
D
the
Slide 7 - Quiz
ARTICLES Melanie is ___ American who lives in France.
A
a
B
an
C
x
D
the
Slide 8 - Quiz
Conjunctions (voegwoorden)
Slide 9 - Slide
Types of conjunctions
Slide 10 - Slide
Conjunctions (voegwoorden)
Slide 11 - Slide
Conjunctions (voegwoorden)
Slide 12 - Slide
Slide 13 - Video
Structure email or 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.
Slide 14 - Slide
Letter of complaint
This caused me to ...
Dit heeft ertoe geleid dat ik ...
I expect better service from a company of your reputation.
Ik verwacht betere service van een bedrijf met uw reputatie.
I am sure you will appreciate that this level of service is unacceptable.
Ik weet zeker dat u zult begrijpen dat deze service onacceptabel is.
I would like to know what action you will take to rectify this situation.
Ik zou graag willen weten welke acties u gaat ondernemen om deze situatie recht te zetten.
Slide 15 - Slide
letter of complaint
We regret to inform you that ...
Het spijt ons u te moeten mededelen dat ...
I am writing to express my dissatisfaction with / at ...
Ik schrijf u om mijn ontevredenheid / ongenoegen over ... te uiten.
Unfortunately, this product was incorrectly invoiced.
Helaas is dit product onjuist gefactureerd.
I returned / explained / requested ...
Ik bracht het terug / legde uit / heb verzocht ...
Slide 16 - Slide
Tips for the complaint letter
Focus on the most important facts. Don't give unnecessary background information.
Make sure you include:
the reason for writing (e.g. I am writing to ...)
what went wrong
what you would like to happen now.
Complaint letters are usually written in a formal style.
Use passives to be less direct and more formal, e.g. I was served quickly.
Use Yours faithfully to sign off if you don't know the name of the person you're writing to
Slide 17 - Slide
Letter of complaint
Slide 18 - Slide
Homework: letter of complaint
Write a letter of complaint based on your actual experience.
Follow the instructions.
Make sure you use the outline example as given earlier this class.