Writing a letter of complaint

• Engels
• Middelbare school
• vwo
• Leerjaar 6

Letter of complaint

You write a formal letter to Odido, Mr Smith. How do you start?

You write a letter to the Customer Service of a travel agency. How do you start the letter?

Opening your formal letter

When you do know the recipient's name:

Dear Mr (or Mrs, Ms, Miss, etc.) McGaffin,

When you don't know the recipient's name:

Dear Sir/Madam, 

or 

To whom it may concern (but only if you have no clue at all!)

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.

Which things are important for your letter? What will determine your grade?

Rubric Formal Letter

Conventions - 2

Word Choice - 5

Grammar and Spelling - 10

Content - 8

Conventions:
what does that mean?

Word choice:
what is meant by that?

What could have been done better? Provide feedback

Again: 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.

Check letters (from previous year)

Read the letters carefully and compare.

Which letter is best and why?

What about the conventions?

Correct salutation?

Correct ending?

Addresses?

What about the content:

Does the message come across?

Overall impression of the letter?

What about word choice?

Language formal enough?

Appropriate grammar?

Good vocabulary range?

A letter of complaint

Start writing a letter to St John's hospital complaining about the horrible service of receptionist Carol. 

Make sure you use the conventions of the formal letter. 

Who do you send the letter to?

How should you address it?

Find useful words and phrases in the document 

Writing a Formal Letter on pages 11 & 12.