The letter of complaint
HELLO, STUDENTS! How has it been going? Good, I hope! This week, we will switch from focusing on specific sections of the multiple-choice paper to looking at the extended writing activities that you will be required to do for Paper 02. One possible task you may be asked to complete is writing a letter of complaint. Section B of Paper 02 is where this task is likely to be seen.
The specific letter of complaint that will be focused on in this lesson is the one that involves the expression of dissatisfaction about a product or service. As consumers, learning to write this kind of letter should be helpful.
DEFINING THE LETTER OF COMPLAINT
A letter of complaint is usually written to deal with a problem when other efforts to resolve the issue have failed. It formalises a problem by placing it in a written form.
KEY FEATURES
Generally, letters of complaint should be:
Concise (They should be to the point and easily understood.)
Well-written (They should use language appropriately and be presented professionally.)
Factual (They should enable the reader to see at once the pertinent details, dates and requirements.)
Meaningful (They should suggest or encourage positive action and a speedy resolution.)
Amiable (They should maintain a considerate or cooperative tone and should avoid an angry or hostile attitude.)
FORMAT
Addresses: There should be two – yours and the receiver’s.
Subject: Below the receiver’s address, include a subject line to indicate the product or service that you are addressing in your complaint.
First body paragraph: Open with a sentence that immediately draws the reader’s attention to the matter. For example: 1) I am writing to complain about a malfunctioning smart TV I purchased. 2) I wish to express my dissatisfaction with the services I received at your spa.
The opening sentence should be followed with a summary of the events that resulted in the complaint. Exact dates and times should be given, and all pertinent details should be provided in a coherent and logical manner.
Other body paragraphs: In these paragraphs, you should outline what steps you have taken thus far to resolve the matter and describe the consequences of the faulty product or service. Your complaint will be further strengthened if you supply specific details, such as additional costs you may have incurred to replace a faulty product. Also, if you have had previous communication with the company, be sure to highlight it in your letter.
Final paragraph: Here you will make it clear what your expectations are regarding the resolution of the matter. This should include specific actions and a deadline that is within a reasonable time. For example:
1. I would appreciate it if you could replace the missing part by next week.
2. Please let me know as soon as possible what action you propose to take.
3. I look forward to hearing from you within the next ten days.
Your attitude in this letter should be calm. Yes, you are dissatisfied, but avoid being rude and disrespectful. It is more likely for you to get a favourable response if your letter has a gracious tone.
Below, I have given you a sample letter of complaint.
SAMPLE
12 Glender Ave Palmers Square Clarendon January 10, 2019 The Manager
Cabinet Zone
7 Duck Street
Linstead
St Catherine
Dear Manager,
Re: Faulty Television Cabinet
I am displeased with the quality of a television cabinet I bought at your branch at 70 Green Street on January 3, 2019, and I am writing to seek a replacement.
The cabinet doors do not open and shut as they should, and the stain on the cabinet is uneven, with one half darker than the other. The cabinet was delivered on January 5, and I noticed this problem as soon as I removed it from the box.
The quality of the cabinet is unacceptable and does not match the sample cabinet I was shown in the store. I would like you to replace it with one of the same quality and finish as the sample, and arrange for the return of the defective cabinet at no cost to me. The product has a warranty, so I expect my request to be fulfilled.
I have attached a copy of my receipt as proof of purchase.
I would like to have this problem fixed as soon as possible. If this matter is not expedited, I will have no choice but to lodge a formal complaint with the Consumer Affairs Commission. I appeal to you to do all you can to handle this situation in a favourable manner.
I am open to further discussion on the matter and you can contact me at 876123-4568 if you find it necessary to receive additional details.
Yours sincerely,
Jane English
I hope this sample is useful. See you next week!
Here are the answers to the equivalent sentence activity: 1. C 2. C 3. A 4. D 5. D 6. C 7. A 8. C Melissa McKenzie teaches at Old Harbour High School. Send comments to krry-ann.hepburn@gleanerjm.com.