Schrijven Letter of Complaint

• Engels
• MBO
• Studiejaar 2

Writing

Letter of complaint

Call-back last week

Some notes

When reading your letters:

1. I still see a lot of you using contractions (I'm, You're). This is not allowed in formal writing

2. After an honorific comes a period. And they are supposed to be capitalized. (Miss. Mr. Mrs.)

You are writing a letter to Christopher Brown. How would you start your letter?

What 3 honorifics could you use for a woman

Which honorific is used when you do not know the marital status?

1. Mrs.
2. Miss.
3. Ms.

How would you start the letter if you do not know the name or gender of the recipient? (Salutation)

How would you close the letter if you have used "Dear Sir/Madam," as your salutation?

1. Yours faithfully,
2. Yours sincerely,

Is "Dear Rini," a correct salutation?

1. Yes
2. No

Letter of complaint

Tip: 

Write along. 80% of the letter can be copy/pasted from what I'm about to say

Salutation

Dear...

I am writing in reference to your letter of (date)

First, on behalf of our airline I would like to apologise for the inconvenience/distress/problems created by our error/failure

Provide a specific apology that acknowledges any mistakes on your end

Background

Describe the PAP's situation, mention ALL complaints

Problem

We take great care to ensure that important matters such as these are properly managed/processed/implemented, although due to (Explain cause and effect of the problem), so on this occasion an acceptable standard has not been met/we have clearly not succeeded in meeting your expectations.

Solution

Considering this. we have decided to/that (Give solution and/or compensation). We hope that this will be acceptable to you.

(Propose how you will improve the customer's experience in the future.)

Closing

Please contact me should you have any further cause for concern.

Yours faithfully/sincerely,

(Full name)

When writing the background and mentioning the complaints you should write:

1. Concrete and short
2. Extensive and long

The PAP did not receive their special meal on the flight. What would be a suitable solution and compensation? (Write it like you would in the letter)

You are writing to Mr. Brown. What is your closing?

1. Yours sincerily, Full name
2. Yours faithfully, Full name

Find the 8 mistakes

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