a) Read the questions below, then listen to the beginnings and endings of three letters and tick the correct box for each letter.
1 Why has the letter been written?                                   Letter 1      Letter 2       Letter 3
A to apply for a job  .............................
В to ask for information  ........................
С to make a complaint ...........................          
b) Listen again and tick the correct boxes for each letter.
2. How does the letter begin?                                           Letter 1       Letter 2   Letter 3
A  Dear Advertiser ...........................           
В Dear Sir/Madam   ................................            
С Dear Mr Williams  ...............................           
3. Which of the following expressions have been used in the opening/closing remarks?
A With reference to your advertisement...                                     
В I am writing to apply for the position...                                     
С I am writing to express my dissatisfaction...                                 
D I look forward to hearing from you...                                    
E I must insist on a full refund...                                              
F Thank you in advance...                                                     
4. How does the letter end?
A Yours faithfully  ..................................             
В Lots of love   .......................................                 
С Yours sincerely   .................................             
Formal letters are normally sent to people in an official position or people you don't know well (e.g. Director of Studies, Personnel Manager, etc). They are written in a formal style with a polite, impersonal tone.

1. You can write a formal letter to apply for a job/course, make a complaint, give/
   request official information, etc.
2. A formal letter should consist of:

1. a formal greeting (e.g. Dear Sir/Madam - when you do not know the person's
   name; Dear Ms Green • when you know the person's name);
2. an introduction in which you write your opening remarks and mention your
   reason(s) for writing e.g. lam writing to apply for the position of...);
3. a main body in which you write about the main subject(s) of the letter in detail,
   starting a new paragraph for each topic;
4. a conclusion in which you write your closing remarks
   e.g. / look forward to hearing from you as soon as possible...;
5. a formal ending (Yours faithfully - when you do not know the person's name;
   Yours sincerely • when you know the person's name; + your full name).

Introduction

Paragraph 1

opening remarks/ reason(s) for writing

Main Body Paragraphs 2-3-4

development of subject(s)

Conclusion

Final Paragraph

closing remarks

* The number of main body paragraphs may vary, depending on the rubric.

2. LETTERS OF COMPLAINT
In a formal letter making a complaint, you may use a mild tone, for complaints about minor problems, or a strong tone, for complaints about more serious matters, especially when you are extremely upset or annoyed. However, the language you use should never be rude or insulting.

 - In the opening remarks, you should state your complaint, including details of what has happened and where/when the incident took place.
e.g. (Mild)

1. I am writing in connection with .../to complain about... tie terrible behavior /attitude/rudeness of...
2. I am writing to draw your attention to... which...
3. I wish to bring to your attention a problem which arose due to your staff/inefficiency...,
4. I am writing to express my strong dissatisfaction at...
5. I wish to express my dissatisfaction/unhappiness with the product/treatment I received from... on..

In the main body paragraphs, you present each of the specific points you are complaining about. You start a new paragraph for each point and justify these points by giving examples/reasons.
e.g. • Although you advertise "top quality", I felt that the product I purchased
was well below the standard I expected.

 

- In the closing remarks, you should explain what you expect to happen (e.g. to be given a refund/replacement/apology/etc).
e.g. (Mild)

1. I hope you will replace ...
2. I feel/believe that I am entitled to a replacement/refund ...
3. I hope that this matter can be resolved/dealt with promptly.
4. I insist on/l demand a full refund/an immediate replacement/etc or I shall be forced to take legal action/the matter further.
5. I hope that I will not be forced to take further action.

3.Read the rubric and underline the key words, then answer the questions.

You recently bought a calculator, but you were given the wrong model by mistake. When you complained, the shop assistant was rude to you. Write a letter to the company's complaints department, explaining the reasons for your dissatisfaction and saying what action you expect the company to take.

1. Who is going to read your letter?
2. Do you know the person you are writing to?
3. Why are you writing this letter?
4. Would you use a mild tone or a strong tone? Why?
5. What opening and closing remarks would you write?

4. a) Read the letter opposite, and fill in the gaps with words/ phrases from the list.

but also, furthermore, not only, however, in addition to, firstly, to make matters worse

b) Read the letter again and

label the paragraphs with
these headings.

1. closing remarks
2. opening remarks/reason (s) for writing
3. 1st complaint & examples/ reasons
4. 2nd complaint & examples/ reasons
5. 3rd complaint & examples/ reasons

c) Now answer the questions.

• Why is Mrs Adams complaining?
• What are her specific complaints?
• Does she justify her complaints? If so, how does she justify them?
• What is Mrs Adams expecting? Tick (\/)

• A replacement                             
• A full refund                              
• The calculator to be repaired 
• An apology                               
  

5.What will Mrs Adams do if she is not satisfied?

6. Has Mrs Adams used a mild or a strong tone? Underline the words/ phrases that justify your answer.

5. Dear Sir/Madam,

I am writing to express my strong dissatisfaction at the disgraceful treatment I received at the Walford branch of Stimpson's Electronics yesterday afternoon. (1)…..  the product I was given was not the model I had asked for. The new X-401 calculator was demonstrated to me by the sales assistant, and I agreed to buy it.  (2)……….., on unpacking my purchase, I saw that I had been given the smaller X-201 model instead. (3)……… , this calculator was much cheaper than the model I requested and paid for. It didn't have many of the features I needed and was much more basic than the one I was shown to begin with. (4)…….., I was deeply offended by the behaviour of the sales assistant when I went back to the shop to complain. He was (5)            …………..impolite,
(6)……..unhelpful. He refused to contact the manager when I asked to speak to him about the incident. As you can imagine, I am extremely upset. I must insist on a full refund, (7)…….  a written apology from the local manager, or else I shall be forced to take further action. I expect to hear from you as soon as possible.

Yours faithfully, Caroline Adams

6. Read the following extracts and say which of them are beginnings (B) and which are endings (E). What tone has the writer used in each?

I am writing to complain about the quality of an appliance f recently  purchased from your company.  
mild tone

I demand an immediate replacement or a full refund, or I shall be
forced to take the matter further.

I would appreciate it if the faulty appliance could either be replaced or repaired as soon as possible.

I am writing to inform you that I was absolutely horrified by the rudeness of your shop assistants   

7. Read the situations, and answer the questions that follow, as in the examples

I A month ago you ordered some skiing equipment from a sports shop and paid by credit card. Although you asked for it to be sent by courier, you have received nothing. You urgently need this equipment.

II You recently bought an air conditioner which had been advertised on television. On receiving it, you discovered that it was nothing like the product shown in the advertisement.

Ill You have just come back from a package holiday where you were very disappointed by the lack of facilities and poor services.

1 Which of the following complaints would you include in each letter? Write full sentences.

A have already paid - equipment still not delivered – urgently need it

____________________________________________________

В contrary to advertisement - no swimming pool - rooms extremely small - no maid service
_____________________________________________________________________________

С model not one advertised - huge – ugly - old-fashioned model______________________________________________________________________________

2 Match the opening and closing remarks, then say which letter of complaint you would use them for.

8.

Opening remarks...
A  I wish to express my
dissatisfaction with your mail-order service.

В  I am writing to express my disgust at the facilities and service offered by your travel agency.

С I feel I must complain about the misleading advertisement on TV promoting your product.

 Closing remarks...
1. I feel completely cheated and therefore demand a full refund of the money paid to you.

2. I insist that the product be replaced or else I will be forced to take further action.

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

9. Read the situation below and say

1. who you would address the letter of complaint to;
2. what complaints you would include in the letter; and
3. what opening and closing remarks you would write

You live near a secondary school. Lately you have been disturbed by noisy children who gather outside your house, playing loud music and throwing litter into your garden.

10.Join the following complaints to their examples/reasons, using linking words/phrases from the list below, as in the example.

even though, however, in spite of the fact,
 nevertheless, although, but

1. The new game took fifteen minutes to load onto my computer.
The salesman said it would load instantly.
The new game took fifteen minutes to bad onto my computer, even though the salesman said it would load instantly.
2. 1 paid for a set of five compact discs. There were only three compact discs
in the box.
3. The advertisement said the tent was waterproof. Rain continually dripped into the tent.
4. The bicycle was brand new. The chain came off my bicycle the first time I rode it.
5. The battery went flat after only two hours. The instructions said it lasted for sixteen hours.

Introduction

Paragraph 1

reason for writing

Main Body

Paragraphs 2 - 3

complaint(s) and justification

Conclusion

Final Paragraph

suggested action to be taken, closing remarks

full name

11. Letters of Complaint

1. Read the table below, then listen to the cassette and fill in the missing information. What complaints did the client make? Why? What action did she ask to be taken

Complaint

1. I stayed in a huge multi-storey…………       
2. The resort was………..with tourists.
3. The beach was a ………bus ride away.

Justification (but I had been told that...)
I would be staying in a family-run...................... ............ house.
The resort was............................................. and unspoilt.
The beach was a walk.................................... away

12.

• Letters of complaint are normally written in a formal style.
• Mild or strong language can be used depending on the feelings of the writer or the seriousness of the complaint, but abusive language must never be used.

e.g.  Mild Complaint: / am writing to complain about a damaged videotape I bought at your shop.
I hope you will deal with this matter/resolve this matter quickly.
Strong Complaint: / am writing to express my disgust at the appalling treatment I received while staying at your hotel. I insist upon full compensation or I will be forced to take this matter further.

• Start a new paragraph for each different aspect of the topic.
• You should state the reason for the complaint in the first paragraph.
• Any complaints you make should be supported with a justification.
• Complaints and justification can be linked together as follows:

/ still haven't received the goods I ordered in spite of/despite the fact thatI sent
you a cheque three weeks ago.
Although/Even thoughI have only used the automatic tin-opener once, it no
longer works. I have written to you twice but you have not taken any action.
I have already written to you twice. Nevertheless/However, you have not taken
any action.

13. Match the complaints with the justification using appropriate linking words.

Complaint

1. My 2-year-old daughter cut herself on the toy.         
2. When we received the bill we realised we had been charged the full price. 
3. The top rack of the dishwasher has broken.  
4. You still keep delivering equipment to the wrong address.          
5. I received a letter saying my licence has expired.
6. The shirt's bright red collar has turned pink. 
7. I had to share a bathroom with other guests.

Justification

1. I sent you a cheque to renew it a month ago.
2. I informed you of my change -of business address. 
3. I booked a room with a private bathroom.
4. I have only used it three times. 
5. You claim it is safe for children over 18 months. 
6. The label states that it can be washed at high temper­atures without the colours fading. 
7. We were told there would be a 20% discount if we ordered before June.

14. Useful Language for Letters of Complaint

Opening Remarks: (Mild) I am writing to complain about/ regarding/on account of/because of/on the subject of .../I am writing to draw your attention to .../I am writing to you in connection with ... etc. (Strong) I was appalled at/I want to express my strong dissatisfaction with/I feel I must protest/complain about, etc. Closing Remarks: (Mild) I hope/assume you will replace/1 trust the situation will improve/I hope the matter will be resolved/1 hope we can sort this matter out amicably, etc. (Strong) I insist you replace the item at once/I demand a full refund/I hope that I will not be forced to take further action, etc.

15. Read the letter and state the topic of each paragraph. Is it a mild or strong letter of complaint? Then fill in the table below with the complaints and the justification.

Dear Sir/Madam,
I want to express my strong dissatisfaction with the service I received during a visit to your restaurant on December 12th.
Firstly, I had booked a table for my wife and myself for 8:30, but it was 9 o'clock before we were seated. Such a delay seems to me inexcusable.
Then, in spite of the fact that I had repeated our order to check that the waiter had heard me correctly, he proceeded to bring us the wrong starters. Such careless service should not be tolerated in a restaurant which charges such high prices.
To make matters worse, the chocolate gateau we were served for dessert was quite stale. The menu claimed, though, that all desserts were freshly prepared that day.
My wife and I will not be dining in your restaurant again; however, as manager, you would be wise to guard against such appalling treatment of your customers in future.

Yours faithfully, Larry Dunman

16. Read the following letter and correct the mistakes. Write S for spelling, G for grammar, P for punctuation, WO for word order or WW for wrong word.

Dear sir/ Madam,

I wrote to complain for a washing machine who I recently took from your company.
When I used the machine for the first time properly it worked and the clothes come out clean and fresh. Also, when I used the machine the second time, it seemed to have been a malfunc­tion while the rinse cycle. The clothes still had quite a lot of soap in them when I have taken them out.
Furthermore, when I tryed washing another load of laundry the same thing happened. In addition to this, the machine did not hit the water to the right temperature. Even though I had turned the dial to 50°C, the water in the machine remained cold throughout the entire cycle,
I assume you will replace the washing machine as it is obvious­ly wrong. I hope the matter will resolve promptly.

Yours faithfuly, Nancy Gillis

When you want to introduce another complaint in a letter, you can begin the sentence with one of the following linking words or phrases: what is more, in addition, furthermore, moreover, etc.

17. Punctuate the following letter of complaint and divide it into   paragraphs. Then comment on the tone of this letter.

Dear Mr Haynes
i am writing to complain about the two alsatian dogs that you own although i have repeatedly asked you to prevent the dogs from leaving your garden you have failed to do so as a result my front lawn has been dug up twice over the past three days further­more their continual barking is extremely disruptive both to local residents and myself finally I feel that these dogs have a tendency to be aggressive as I have told you in the past nevertheless they are allowed to roam the streets of our neighbourhood which I con­sider unacceptable i hope that having made my feelings clear to you this matter can be resolved

Yours sincerely, William Penton

Write the following letter in the appropriate style using 120 -180 words.

You have recently bought a COMPUTER but it does not
work properly. Write a letter of complaint to the manager of the shop where you bought it.

18. Read the letter and underline the correct linking words in brackets. Is the language mild or strong?

   Dear Mrs Brosnan,
I am writing- to complain about a waterproof jacket I purchased from your shop last week.
1) (However/Although) the jacket was   supposed   to   be   completely waterproof, I got soaked the first time I wore it in wet weather.
2) (Furthermore/But), when I tried to take the jacket off, the zip wouldn't open and when I tried to get it unstuck, the jacket tore.
I sent the jacket back to your shop after having been assured by one of the assistants that I would be sent a refund. 3) (However /in addition), I still have not received one.
As a regular customer of yours, I feel disappointed with the way (have been treated and hope that steps will be taken to rectify the situation.
I trust this matter will receive your immediate attention.

Yours sincerely, John wells