WEEK 5 - Periode 3

• Engels
• MBO
• Studiejaar 1

WELCOME!

Today's plan

• Formal writing
• Common Mistakes
• Complaint letter

Lesson goals

• Writing Learn the structure and how to write a complaint letter
• Grammar: use of articles 
• Able to identify and fix errors

Articles (A/An)

A gebruik je voor woorden die beginnen met een medeklinker: - A w oman - A s hoe	AN gebruik je voor woorden die beginnen met een klinker - An a pple - An e gg
Maar ook als een klinker klinkt als een medeklinker: - ''u'' klinkt als ''you'' -> A university - ''o'' klinkt als ''w'' -> A one-room apartment	Maar ook als een medeklinker,klinkt als een klinker: - een stomme ''h'' -> an hour - een afkorting -> an NBC reporter

A complaint letter 

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.

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.

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 ...

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.

Common mistakes

I have made a document with common mistakes. You are going to identify these mistakes and fix them!

We will discuss the answers together in 15min.

Complaint letter

Make the writing assignment I have uploaded in teams. You should hand it in before the end of this lesson!

Complaint letter/e-mail  - example

Dear Sir/Madam,

I am writing to you this e-mail because I have a complaint to make.

Last week I ordered a computer through your site. We agreed that you would deliver the computer on the 2nd of April, that is today. I have been waiting the whole day. However I have not received the computer yet. You should have let me known about the delay. You could have phoned me for example or sent me an e-mail.

Could you please let me know what went wrong? I would like to know when you plan to deliver my computer.

I am looking forward to your speedy response.

Yours faithfully,

Susan Smith

See you next week!