A) Formal email of complaint: structure/phrases




                                             GREETINGS

Dear Mr/Mrs/Ms Smith(,)

Dear Sir/Madam(,)

To Whom This May Concern

Dear Customer Service Manager

Dear Microsof Support



                                       INTRODUCTORY/OPENING

                                         reason for writing



I am writing in connection with…

to complain about… to draw your attention to… I have to say that I was not at all satisfied with...
I am sorry to say that I was extremely disappointed with…

I am writing to complain about… • I am writing to express my concern about the fact that… • I must
complain in writing about… • I feel I must complain to you about… • I wish to complain in the
strongest terms about…



                                             MAIN PART

                                    state exactly what happened


Although you advertise ‘top quality’, I felt that the product I received was well below the
standard I expected. The goods were faulty/damaged/in poor condition. There seems to be an error in
the invoice/ a misunderstanding



                                        REQUEST FOR ACTION



I would like you to investigate this matter, and let me know your decision.

 I would like a full/partial refund as soon as possible.

Could you please arrange for me to receive a new (radio/CD, etc) or refund my money in full? We
must insist on an immediate replacement/full refund.

Unless I receive the goods by the end of this week, I will have no choice but to cancel my order.



                                        CONCLUSION/CLOSING



I hope that this matter can be resolved… I hope that you will deal with this matter promptly as it
is causing me considerable inconvenience. I feel/believe that I am entitled to a replacement/
refund… I demand a full refund/an immediate replacement/etc or I shall be forced to take legal
action/ the matter further. I hope that I will not be forced to take further action.



                                        ENDINGS/Signing off



Yours faithfully(,) (when the letter starts Dear Sir/Madam)

Yours sincerely(,) (when the letter starts Dear Mr/Ms Jones)

Sincerely, Best regards, Kind regards, Best wishes





B) Formal email of complaint: checklist.


When you have written your letter, check:

 It is a formal letter.

It includes all the information necessary.

You have asked all the questions you need to.

The questions are correctly formulated indirect questions.

The letter is divided into paragraphs.

You have checked the letter carefully for mistakes.