ENG BHO P3 W4 Letter of complaint

• Engels
• MBO
• Studiejaar 1

Welcome back!

Today

Letter of complaint

Reply to the complaint

Lesson goal

At the end of this class you can describe the characteristics, structure, and global content of a letter of complaint. 

Would you rather ...
always criticise & complain or always create new opportunites/ways ? Be prepared to discuss!

Criticise & Complain

Create new opportunities/ways

Letter of complaint

Are you infuriated by your phone company? Enraged by the local supermarket? Livid at the train company? 

"Don't get mad - get even" is the advice. 

A good complainer is a happy complainer. 

Revenge is truly a dish best served cold - and on paper.

Amelia Hill - 'How to make the perfect complaint'  The Guardian 

What have you complained about (or would you have liked to complain about?) in the past year?

A statement that something is unsatisfactory or unacceptable.

Not content or happy with something.

Sad or displeased because someone or something has failed to fulfil one's hopes or expectations.

Cause trouble or annoyance to (someone) by interrupting or otherwise inconveniencing them.

disappointed 

a complaint

to bother

dissatisfied 

What is in a formal
letter of complaint?

Letter of complaint 

• Formal style: no contractions, no abbreviations, use passive.
• Write one paragraph per subtopic.
• Skip a line between paragraphs.
• Make sure you know what you want, ensure it is reasonable and state it plainly.
• Never be rude. Be firm but polite.

Letter of complaint 

• Dear Sir/Madam, or Dear Mr/Ms/Mrs .... 
• Introduction: state why you are writing the letter.

       If you can, start with something positive and then state your problem.

• Body: elaborate on the problem(s) and how you would like to see the     matter resolved.
• Conclusion: I hope that .../ I look forward to ...
• Yours faithfully (when the name of the recipient is unknown)
• Yours sincerely (when the name is known)

Letter of complaint

• Write your own letter of complaint
• approx. 150 words
• Use formal language and the phrases.
• Use the format: salutation, intro, body, conclusion, greetings.
• Due: Before next class

Introduction

Body

Conclusion

Describe the problem

Introduce yourself 

State your reason for writing

Re-emphasise what you expect (as a soluton)

Explain how you feel

State something positive followed by 'however'

Propose a solution and 'if not, then ..."

Emphasise what you expect from the other party.

Introduce yourself and state your reason for writing

Describe the problem, explain how you feel, and propose a solution/what you will do if the situation will not improve.

Introduction

Body

Conclusion

Can you describe the characteristics, structure, and global content of a letter of complaint?

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