Letter of complaint

• English
• Secundair onderwijs

Letter of complaint

Letter of complaint

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.

Dear Sir/Madam,

I am writing to express my dismay at the service at your Eden Hill branch on Saturday 14 January.

I often collect prescriptions from the pharmacy on behalf of my grandmother, Mrs Elaine Bingham. On this occasion there were two prescriptions: one for 10 x 50 mg Kendomol and one for 50 x 100 mg Leoprone. I was served quickly even though there appeared to be only one pharmacist on duty. However, as I was leaving I saw that I had been given 500 mg tablets of Kendomol. This is ten times stronger than the prescription called for.

If I hadn’t noticed the difference between the prescription and the actual tablets, my grandmother could have taken a dangerous overdose of Kendomol. I would be worried about getting any future prescriptions at Eden Hill.

The pharmacist apologised and corrected the mistake but I wanted to bring it to your attention. I think it happened because there were not enough staff on duty. I understand that mistakes happen but there needs to be a minimum of two pharmacists at all times so all prescriptions can be checked.

I hope you can take steps to make sure this mistake does not happen again.

Yours faithfully,

Roger Bingham

to call for something

a pharmacy

dismay

a prescription

to take steps to do something

to bring something to someone’s attention

an overdose

on duty

a shop that sells medicine

at work; doing work

a piece of paper from a doctor that says what medicine you need

an amount of a medicine or drug that is dangerous for a person

to inform someone of something

a strong feeling of disappointment or worry

to take action to achieve a particular result

to demand or ask for something

What went wrong

What you’d like to happen

I trust that you will replace the item.

I would be grateful if you could look into the matter.

I must insist on a full refund.

I hope you can take steps to make sure this does not happen again.

There is an error in the bill.

There seems to be a problem with the battery.

The delay was unacceptable.

When I checked the item, I found that it had been damaged.

Complaints:

Solutions:

• Student 1. Imagine you have this complaint
• Student 2. Imagine you are the employee in the bookstore
• How would this play out?

1) greeting

2) introducing your reason for writing

3) background information

4) what went wrong

5) what you’d like to happen

6) closing

Dear Sir/Madam,

I am writing to express my dissatisfaction at the service I received.

I have been a regular customer of your shop for many years.

After leaving your shop today, I realised I had been charged £100 instead of £10.

I would like a refund of the difference as soon as possible.

Yours faithfully

You want to send an email to a customer who complained about the delay of an order. Put the sentences in the correct order.

I’m so sorry your order hasn’t arrived. I know how frustrating this must be. 

Re:The Order Didn’t Arrive on Time

Dear Sir/ Madam,

I’ve tracked the package via [carrier], and it’s currently listed as “[status].” If you’d like to check on its progress, here’s the link you can use: [link]

 In the meantime, I will do everything I can to locate your package.Once again, I sincerely apologize for the inconvenience.

Kind regards,

D. Berkel

Which opening is correct?

1. Dear Mr. Morison
2. Dear mr. Morison
3. dear MR. Morison
4. dear mr. Morison

How do we write it?

1. Yours Sincerely
2. Yours sincerely
3. yours sincerely
4. Your sincerely

If you write a complaint, you start with:

1. Yours sincerely,
2. Dear Sir/ Madam,
3. the doctor's name
4. Hi mister

If you don't have a name of the service desk, you can begin with....

1. Hi
2. To the manager of Customer Service
3. Dear manager
4. Hello there

Choose the subject

p11