Lesson 1 - Letter of complaint

• Engels
• MBO
• Studiejaar 1

A complaint letter 

Lesson goals

• Writing Learn the structure and how to write a complaint letter
• Grammar: use of conjunctions

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?

Conjunctions (voegwoorden)

Types of conjunctions 

Conjunctions (voegwoorden)

Conjunctions (voegwoorden)

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.
  
• Use Yours faithfully to sign off if you don't know the name of the person you're writing to

Letter of complaint

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. 

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