Letter of complaint

Writing a Letter of Complaint

LO: To write an effective letter using Persuasive techniques.

When would we use this type of letter?

• * When we are unhappy with something:
• -a product (something we have bought)
• -a service (something we have experienced- like a waitress being rude in a café).

What do we need to do in this type of letter?

• * State the reason why we are writing:

• I am writing to complain…..

• * Give the reasons why we are complaining, supported by evidence:

• I was shocked by the rudeness of your staff. The waitress ignored me in your café on Friday while I was waiting at the counter.

Remember to use Persuasive techniques!!

• Powerful vocabulary : disgusted, outraged, appalling, devastating,
• Questions: How would you feel if this had happened to you? Can you imagine how I felt?
• Flattery: I am sure that in your position as Senior Manager, you will deal with this promptly.
• Bribery: I was hoping to purchase another TV from you, and should this be solved quickly, intend to do so in the next few weeks.
• Warn: I advise you to retrain your staff as it would not look very good if you started to lose customers due to poor service.

• * State what you would like to happen .

• I would appreciate you speaking to the member of staff concerned about their attitude to customers.
• I would hope that in future products are checked before being sold to make sure they work properly.

• * Sum up your feelings , and sign off the letter appropriately:

• Once again, let me say how disappointed I am and how I hope you will deal with this problem quickly.

Yours Sincerely,

Mrs Davies

• Yours Sincerely, Mrs Davies
• Yours Sincerely, Mrs Davies
• Yours Sincerely, Mrs Davies
• Yours Sincerely, Mrs Davies

Structure reminders

Appropriate letter format Dear Mr/Mrs…

Why I am writing I am writing to complain

Reasons for my complaint Broken TV, cut my hand on the glass,

Evidence It does not turn on, and there was broken glass in the box when I opened it..

Persuasive techniques I am disgusted, Can you imagine how painful it was cutting my hand?

What I want to happen now I demand an immediate refund

Sum up my feelings I hope you appreciate how horrified I am

Appropriate ending Yours Sincerely,