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Writing articles Writing news reports Writing Film/Book reviews

Formal letters Health and fitness (Letter of application 1) Letters of application (Letter of application 2) Letters giving an opinion Letters of complaint Topic Sport Transactional latters-2

Punctuation Rules of Punctuation Assessment and Proposal Reports Sport

Writing Test

Structure of written works Appendix I: Linking Words\Phrases Appendix IIa: Opening and Closing Remarks For Letters Appendix IIb: Useful Vocabulary for Letters

Writing test

1.Read the following letter of complaint and number the paragraphs in the right

Furthermore, when I ordered the items over the phone, I was told that if I was not satisfied, I could
return the clothes and receive a refund.

A-

I am writing to express my strong dissatisfaction with the quality of the clothes I ordered from your catalogue last month.

B-

I insist that you refund my money at once. I trust the matter will receive your immediate attention.

C-

When I received the merchandise, the trousers were not linen, as advertised in the catalogue, but were made of an inferior fabric. This is unacceptable. Moreover, the blouse had a small hole under the collar.

D-

Although I have already sent back the items with a letter requesting that my money be returned, I have not yet received a reply from you.

E-

2. Fill in the gaps
- The purpose of a letter of complaint is to 1) ______
about a specific problem. The style is normally 2)______
and the letter should be written with a dignified tone.
The 3)_______ for the complaint is stated in the first
sentence. The language used depends upon whether
you want to complain in a 4)____ or 5)____ manner.
e.g. 6)_____ I am writing to complain about a fridge I
purchased from your shop last June.
7)______ I was shocked by the inferior quality of the fridge which was sold to me at your shop last June. Linking words are used to give reason(s) for a
complaint. e.g. Even though the control switch is at its highest setting. The freezer does not keep food frozen. A suggestion or request (which can be mild or strong) is included in the conclusion.
e.g. MILD - I hope this matter will be resolved.
STRONG - I insist that you replace the item at once.

3. I variant
WRITING
(Reward Upper-Int)
Think of a piece of electrical equipment, for example, a computer or a video recorder, and write down three things that could go wrong with it. Imagine that you bought one last weekend and now you are writing to the manufacturers to explain what went wrong and to demand a replacement or your money back.
Begin your letter by saying what you bought and where you bought it.
Next, explain what the problems were and when they happened.
Finally, tell them that you would like a replacement or your money back.
Use these expressions to help you.

Dear Sir/Madam
I am writing to inform you that...
Firstly, the box teas damaged when the rideo was delivered...
I would be grateful if you would...
Yours faithfully

4. II variant
Imagine that you are Tim. Write a letter of complaint to the Manager of The Milton Hotel. Include these points:
• exact dates of stay
• complaints
• action expected to be taken

Tim
(Upstream Int.)
I can assure you I won't be staying there again. It started off quite well. I checked in all right and I was pleased to find the room was quite spacious and clean. I can't stand staying in tiny rooms. The other guests kept to themselves and didn't make too much noise. I only ordered room service once •because the food was so terrible, but when I got the bill I nearly had a heart attack. I couldn't believe how much I had to pay. It was disgraceful!