Business English / Letters of Complaint 3

8 Kennedy Circle
Sydney
 NSW 2010

11 November, 2015

Customer Services Manager
Evans Electrical Products

7 Swan Street
 Sydney
NSW 2011

Subject: EasyIron Electric Iron (Model No. 2279)

Dear Sir or Madam:

I wish to express my dissatisfaction with the above iron, which I purchased from The Electrical Store in Newtown on 10 October, 2015. On using it for the first time, I found that the temperature control was faulty; it was not possible to set it for any temperature apart from the highest, for cotton. 

When I attempted to return the iron to the store, the cashier said that the store was unable to replace it or offer me a refund but advised me that it could be sent away for repair. As I need an iron on a daily basis, and it was not clear how long a repair would take, this option was unsatisfactory. As the iron clearly does not function as it should and therefore does not comply with the legal standards of product quality, I am writing to you to ask for a full refund of the £35.99 retail price.

I look forward to hearing from you within the next two weeks.

Yours truly,

Jenny Hawkins
  

Business English / Letters of Complaint 1

12 Scuttle Street
Newcastle upon Tyne
NE1 2EF

 7 April, 2015

 Mr Dennis Hampton
Manager
Sunshine Blinds

20 Apollo Road

 Newcastle upon Tyne
 NE1 8JK

FIESTA BLACKOUT ROLLER SHADE


Dear Mr Hampton,


I am writing to complain about the faulty installation of the above blackout shade to my bedroom window. Mr Brand from your company came to my house to fit the shade on Monday, 29 March. That same evening, I discovered the mechanism was not working and that it was impossible either to raise or to lower the shade.


I phoned your company the following morning, and Mr Brand returned three days later to repair the shade. However, although the shade worked for the first few days after his visit, it then jammed once more. When I phoned again on 6 April to report this fault, I was told that no one would be available to visit me for two weeks.



As I regularly work nights, and this shade is the only means of blocking out daylight, it is vital that it is functioning properly so that I can sleep during the day. I therefore would appreciate it if you would ensure that someone returns to replace the shade by the end of the week.


Sincerely yours,



Patrick Bowles

Business English/ Letters of Complaint 2

Letters of complaint

Writing a formal letter of complaint remains an effective way to alert a company to a problem. This page includes guidelines for structuring your complaint, suggestions for style, and example letters.

Preparing to write

Before you begin your draft, gather all the information you will need to include in your complaint. This information may include the time, date, and location that you purchased faulty goods or services, reference or invoice numbers, and records of previous communication with the company. To support your complaint, you may need to enclose copies of documents such as receipts with your letter.

How to structure your letter of complaint

Your letter of complaint should follow the standard composition format for a formal letter. See how to lay out a letter.
Below the recipient’s address, include a subject line to indicate the product or service that you are addressing in your complaint. In the first body paragraph, open with a sentence that immediately draws the reader's attention to the matter, e.g.:
I am writing to complain about the faulty installation of my air conditioner.
 I wish to express my dissatisfaction with my stay at your hotel.
Follow the opening sentence with a summary of the events that prompted your complaint. Be sure to include exact dates and times, and give all the relevant information in a clear and logical sequence.
In the next 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. Adding specific details, such as additional costs you have incurred to replace a faulty product, will strengthen your complaint. If you have had previous communication with the company, be sure to note it in your letter; include reference numbers where applicable.
In the final body paragraph of your letter, you should state your expectations of how the company should resolve the matter, including specific actions and deadlines, e.g.:
I would appreciate it if you could replace the missing part by next week.
Please let me know as soon as possible what action you propose to take.
I look forward to hearing from you within the next ten days.

Suggestion: Take a calm and focused approach

Keep your complaint focused on the exact incident that prompted your letter. Do not veer into generalized criticism of the company, and avoid personal attacks and abusive language. Even though you may be quite frustrated and angry, maintain a calm, gracious tone in your complaint. Expressing optimism that the matter will be resolved will produce a more persuasive letter than berating the reader for the company's mistakes.

Examples


5 High View
 Birmingham 
B15 3DA 
22 August, 2010
 Mr R. T. Black
 Customer Service Department 
Sunny Holiday Company 
P.O. Box 4 
Birmingham 
B5 1CB
 Re: Holiday reference number CT2118M

 Dear Mr Black: Following our telephone conversation earlier today, I am writing to give details of my dissatisfaction with my stay at the New Hotel, Los Christianos, Tenerife, on 10– 18 August 2010, which I booked with your company for me and my family. 

My central complaint is that the hotel fell far short of the description in the brochure. We had booked two double suites, in rooms 213 and 214. Although the rooms were billed as four-star accommodation, they were very cramped, and the furnishings were worn and dirty. In addition, the shower in room 213 did not work. The hotel’s grounds, described in the brochure as “pleasant, tranquil, and spacious,” were in fact bordered on two sides by a very busy main road. The swimming pool was closed the entire week for repairs. 

When we spoke to your representative, Tracey Mills, she promised to try to get the shower fixed, but this took an unacceptably long time to happen—three days from when we first complained. I asked her to fill out an accommodation report form detailing these issues and I enclose a copy for your information, together with photos of the bedrooms and the hotel grounds.

 As I stated in my telephone call, I feel that we are due a full refund for this hotel stay as it failed to meet the description in the brochure, and it ruined our holiday. I look forward to hearing from you within the next two weeks. 

Sincerely yours,

 Maria Johnson


Business English/ Letters of Complaint 4

Let's complain

In this forum, we would like you to make a complaint.

Think of a poor service you received in the past, complain about it and explain why you were unhappy with the service. Please, use one of the following structures:
1.I want to complain ... 2. I would like to complain .... 3. I'd like to make a complaint about ..
4. There seems to be a problem with ...


Useful Language
Useful Language: Making a Complaint
I'm sorry to say this but...
Maybe you forgot to...
I'm sorry to bother you, but...
There was a misunderstanding about...
Excuse me if I'm wrong, but...
Useful Language: Accepting a Complaint
Don't get me wrong, but I think we should... Oh, I’m sorry about that.
I’m so sorry, I didn’t realize.
I can’t tell you how sorry I am. Oh dear, I’m really sorry.
I just don’t know what to say.





A message from a friend
To: Lilit
Subject: Wedding
From: Helen Hi Lilit,
It was really great to hear from you. Sorry for my late reply but I’ve been really busy at work for the last few weeks.
I’m really happy to hear that you’ve found a job in Tbilisi. The city is great and I know you’ll enjoy living there. I’ve got some good news too. Ralph and I have decided to get married. Don’t be surprised, we’ve been together for 5 years. I’ve found a beautiful wedding gown on Ebay and want to know what you think of it. I’ve attached the photo.
We haven’t chosen a date for our wedding yet but I think it will be in October. I’ll email you as soon as we decide. Really hope you can come. That’s all about it for now. Let me know how things are and I’ll send you the wedding invitation when I know the date . Hugs,
Helen





























Phrases for Making Business Introductions


Phrases for Making Business Introductions
Introducing Yourself
1. Hello, I’m/my name is + [your name]
“Hello, I’m/my name is Arusyak Harutyunyan .”

You may say “Hi” instead of “Hello.” “Hi” may sometimes be considered to be less formal. But in general, both “Hello” and “Hi” are acceptable these days.

Talking About Your Company Name, Location and Length of Service
2. I’m with + [company name]

“I’m with VivaCell.”

You can also give the location of your company.

3. I’m based in + [location]
“I’m based in  Armavir / Yerevan.

Here's the answer to the question Iu “How long have you been with this company?”

 4. I’ve been with + [company name] + for + [length of time]

“I’ve been with the British Council for 9 years.”

Another way to phrase your answer would be “I’ve been with + [company name] + since + [year].”

“I’ve been with the British Council since 2008.”

Talking About Your Industry, Job and Responsibilities
5. I work in + [industry]

“I work in information technology/education/banking.”

6. I work as + [article (a/an)] + [occupation]

“I work as a software developer/an engineer/an HR manager.”

7. I’m + [article] + [occupation]
“I’m a software developer/an engineer/an HR manager.”

8. I’m involved in + [project/area of involvement]

“I’m involved in software development/engineering/HR management.”

You can also use the phrasing “I’m involved in + [verb]ing + [project/area of involvement].”

“I’m involved in conducting training courses for our new staff.”

“I’m involved in writing software apps for our latest model of smartphones due to be launched next October.”

You could also offer some details about your job responsibilities.

9. I’m responsible for + [verb]ing + [area of responsibility]
“I’m responsible for ensuring that our new staff are well trained.”

“I’m responsible for developing new software apps for our smartphones.”

10. I head the + [department/project]
“I head the HR Department/the education project.”

11. I manage the + [department/project]
“I manage the Finance Department/the sales project team.”

12. I look after + [department/project]
“I look after the Marketing Department/all the restaurants in this state.”

13. I’m in charge of + [department/project]
“I’m in charge of the Sales Department/the hotel construction project.”

You may also mention who you report to at work.

14. I report (directly) to the + [superior]
“I report (directly) to the Head of Finance.”






The UK



The UK

1..Where is the UK situated?

There are two large islands and several much smaller ones lying off the north-west coast of Europe. Collectively, they are known as the British Isles. The largest island is Great Britain. The other large island is Ireland. ”.

2.What is the country’s full name?

The official name of the country is the United Kingdom of Great Britain and Northern Ireland.
3.How many states are there in the British Isles? Which are they?

There are two states in the British Isles. One is the Republic of Ireland, also called Eire (its Irish name); the other state is the United Kingdom (UK), which governs the whole of Great Britain and the north-eastern area of Ireland.

4.What countries is the UK made of? Which are their capitals?

The UK consists of England, Scotland, Wales and Northern Ireland. They have their capitals: London, Edinburgh, Cardiff and Belfast respectively.

(There are also over 5,000 smaller islands. These are the Orkneys, the Shetlands, the Outer and Inner Hebrides, the Channel Islands, the Isle of Wight, the Scilly Isles and others. The most important of these are the Isle of Man and the Channel Islands. They are in a way independent, because they have their own parliaments, their own taxes, which are lower than the taxes in Britain. Still, they are ruled by a Lieutenant Governor appointed by the British government.)

5.What is the original Roman name of the country?

The country’s original Roman name was Albion. When the Romans were crossing the channel in 43 AD, the white chalk cliffs around Dover were the first part of England they saw. So they exclaimed, “Albion”, which comes from the Latin word albus, meaning “white”.

6. How are the British Isles separated from the Continent?

Britain is separated from the Continent by the English Channel (La Manche is its French name), which at its narrowest part is called the Strait of Dover or Pas de Calais. It divides Britain from France and is 20 miles wide. Britain is separated from Belgium and Holland by the North Sea. Its western coast is washed by the Atlantic Ocean. The Irish Sea lies between Ireland and Great Britain.

7.What is the official language of the country?


English is the official language of the UK, but it is not the country’s only language; in Wales the Welsh language is spoken as a mother tongue by about 20% of the population. In Scotland Gaelic is spoken as a second language, and efforts are being made to ensure its survival.


  11. What political system does the UK have?
 12.    How are the Queen’s powers limited?

Great Britain is a constitutional monarchy. It means it is a country governed by the king or queen, whose power is not absolute but constitutional. It is also a parliamentary democracy. That is, the country’s government is controlled by a parliament which has been elected by the people.
13. Who is the actual ruler of the country?

    In practice, the reality is very different. The powers of the Queen of Great Britain are only constitutional. They are limited by Parliament. When she opens Parliament each year, the speech she makes has been written for her. She reads out the script word for word. Although she appoints all the Ministers, including the Prime Minister, everything is done, however, on the advice of the elected Government, and the monarch takes no part in the decision-making process. In reality, the Prime Minister is the actual ruler.

14. Name the three branches of the British government

The organs of government in the UK are:
·        the legislative body, which enacts laws;
·        the executive body, which enforces the passed laws;
·        the judicial body, which interprets laws and statues; it is independent of the legislative and executive bodies.

15. Where is the seat of the British Parliament?

The British Parliament works in a large building called the Palace of Westminster or popularly known as the Houses of Parliament. It contains offices, committee rooms, bars, libraries and even some places of residence. It also contains two large rooms where the two Houses meet.

16. Who opens Parliament every year?

Every autumn at the State Opening of Parliament, Elizabeth II, who became Queen in 1952, enters the Houses of Parliament to make a speech. Crowned and wearing many of the finest Crown Jewels, she makes her speech from the Throne in the House of Lords. In her speech she says what “my government” intends to do in the coming year. It is her government, her armed forces, her law courts, her people.

17. How many Houses does Parliament consist of?

The British Parliament is the legislative body of the government. It is divided into two chambers or houses: the House of Commons (the Lower House) and the House of Lords (the Upper House).
 (The Tudor dynasty established a system of government departments, staffed by professionals from the common people. Thus Parliament was split into two ‘Houses’. The House of Lords consisted of feudal aristocracy and the leaders of the Church; the House of Commons consisted of the representatives from the towns and the less important landowners in rural areas. The monarch relied on the House of Commons for policy-making. Their voice was more decisive.)
18. Who is the House of Lords/Commons presided by?

The House of Commons is presided over by the Speaker. It is a very important position. In fact, the Speaker is officially the second most important ‘commoner’ (non-aristocrat) in the kingdom after the Prime Minister. The Speaker chairs and controls discussion in the House, decides which MP is going to speak next and makes sure that the rules of procedures are observed.
The Lord Chancellor presides over the Lords. He presides sitting on the Woolsack.

19.What color are the benches of the Lords Chamber/ Commons Chamber?

The peers’ benches in the House of Lords are covered with red leather. The benches in the House of Commons are covered with green leather.
MPs sit on two sides of the hall, one side for the governing party and the other for the Opposition. The first two rows are occupied by the leading members of both parties called front-benchers.
The floor is also covered with green carpet bearing on either side a red stripe, over which no member may cross when addressing the House.

20.What is a Woolsack?

By tradition the Woolsack is stuffed with wool from England, Scotland, Wales, Northern Ireland and from Commonwealth countries[1].

Eire [ 'eǝrǝ ]
Hebrides ['hebrıdı:z]
 Scilly Isles ['sılı aılz]
Edinburgh ['edinbǝrǝ]
La Manche [la'ma:nʃ ]
Pas de Calais [pa:dka'le]
Swansea ['swɔnzı]
Glasgow ['gla:zgǝu]
Dundee [dʌn'dı:]
Bangladesh [bæɳglǝ'deʃ]

Henry VIII
The Rejection of the Roman Church
In 1525 King Henry VIII decided to divorce his queen. When he asked the pope for permission to divorce Queen Catherine, he was refused. Henry got angry and ended all the contacts between England and Rome. In 1534 Parliament declared Henry VIII the head of the Church of England. Thus the Anglican Church was formed. All church lands came under his control and gave him a large new source of income.



[1] Many countries all over the world were once ruled by Britain. All of them were included into the British Empire and were its colonies. India, Pakistan, Ceylon, for example, were among them. These countries are independent states now. In 1949 Britain and the former colonies founded the Commonwealth. The Commonwealth includes many countries such as Ireland, Burma, the Sudan, Canada, Australia, New Zealand and others. The Queen of Great Britain is the Head of the Commonwealth and the Queen of Canada, Australia and New Zealand.

The British Government, The British Parliament

The British Government

Great Britain is a constitutional monarchy. It means it is a country governed by the king or queen, whose power is not absolute but constitutional. It is also a parliamentary democracy. That is, the country’s government is controlled by a parliament which has been elected by the people.
Every autumn at the State Opening of Parliament, Elizabeth II, who became Queen in 1952, enters the Houses of Parliament to make a speech. Crowned and wearing many of the finest Crown Jewels, she makes her speech from the Throne in the House of Lords. In her speech she says what “my government” intends to do in the coming year. It is her government, her armed forces, her law courts, her people.
In practice, the reality is very different. The powers of the Queen of Great Britain are only constitutional. They are limited by Parliament. When she opens Parliament each year, the speech she makes has been written for her. She reads out the script word for word. Although she appoints all the Ministers, including the Prime Minister, everything is done, however, on the advice of the elected Government, and the monarch takes no part in the decision-making process. In reality, the Prime Minister is the actual ruler.
The organs of government in the UK are:
·        the legislative body, which enacts laws;
·        the executive body, which enforces the passed laws;
·        the judicial body, which interprets laws and statues; it is independent of the legislative and executive bodies.

There is no written constitution in Great Britain that can be refered to in a dispute, only precedents and traditions, which have developed over many centuries.

The British Parliament

The British Parliament works in a large building called the Palace of Westminster or popularly known as the Houses of Parliament. It contains offices, committee rooms, restaurants, bars, libraries and even some places of residence. It also contains two large rooms where the two Houses meet.
The British Parliament is the legislative body of the government. It is divided into two chambers or houses: the House of Commons (the Lower House) and the House of Lords (the Upper House).

The Tudor dynasty established a system of government departments, staffed by professionals from the common people. Thus Parliament was split into two ‘Houses’. The House of Lords consisted of feudal aristocracy and the leaders of the Church; the House of Commons consisted of the representatives from the towns and the less important landowners in rural areas. The monarch relied on the House of Commons for policy-making. Their voice was more decisive.

The Members of the House of Commons are known as Members of Parliament (called MPs for short)- with 659 elected members. They are elected to the House at a general election for five-year terms, or at a by-election following the death or retirement of an MP. Anyone over 18 can vote, but it is not compulsory.
The House of Commons is presided over by the Speaker. It is a very important position. In fact, the Speaker is officially the second most important ‘commoner’ (non-aristocrat) in the kingdom after the Prime Minister. The Speaker chairs and controls discussion in the House, decides which MP is going to speak next and makes sure that the rules of procedures are observed.
Each session of the House of Commons lasts for 160 to 175 days. MPs are paid for their parliamentary work and have to attend the sittings.
            The executive power is exercised by the Prime Minister and his Cabinet. The party which wins the majority of seats in the House of Commons forms the Government and the other parties form the Opposition. The leader of the ruling party usually becomes Prime Minister, who then chooses about 20 or so MPs, who will run the different government departments- the ministries. Thus they make up the Cabinet, which is the real governing body of the country. Each minister is responsible for a particular area of government. The Opposition with its own leader form the Shadow Cabinet. Leader of the Opposition is a recognized post in the House of Commons.
The Prime Minister presides over the meetings of the Cabinet. The meetings are held at No.10 Downing Street, the official residence of the Prime Minister. It is a very short distance from the Houses of Parliament.
The Prime Minister is appointed by the King or Queen, and all other ministers are appointed by him/her on the recommendation of the Prime Minister. The Prime Minister is also responsible for the appointments to high judicial offices such as the Lord Chief Justice. He may hold office for 5 years, unless defeated by the opposition on any important Bill.
The Cabinet proposes bills. In order to become a law, a new bill must be debated and approved by both Houses of Parliament. It has to go through three stages called ‘readings’. The first reading is a formality and is simply the publication of the proposal. The second reading involves debate on the principles of the bill and its examination by a parliamentary committee. The third reading is the so-called report stage, when the work of the committee is reported on to the House. If the majority of MPs vote for the bill, it is sent to the House of Lords for discussion. When the Lords agree, the bill is taken to the Queen to be signed. Thus the bill receives the royal assent and becomes an Act of Parliament and the Law of the Land. The Lords cannot veto a bill but they can delay it for a maximum of one year. Financial bills cannot be delayed by the House of Lords.
There are 1,223 members in the House of Lords. The Members of the House of Lords aren’t elected[1]. About 70 percent of them are hereditary peers and peeresses because their fathers were peers before them. The other 30 percent are life peers, whose titles aren’t passed on to their children. They are officially appointed by the Queen on the advice of the Government for various services to the nation. The House of Lords also includes 26 spiritual peers -2 archbishops and 24 bishops of the Church of England.
The House of Lords is also the final Court of Appeal for Great Britain and Northern Ireland.
The Lord Chancellor presides over the Lords. He presides sitting on the Woolsack. By tradition the Woolsack is stuffed with wool from England, Scotland, Wales, Northern Ireland and from Commonwealth countries[2].
The peers’ benches in the House of Lords are covered with red leather. The benches in the House of Commons are covered with green leather.
MPs sit on two sides of the hall, one side for the governing party and the other for the Opposition. The first two rows are occupied by the leading members of both parties called front-benchers.
The floor is also covered with green carpet bearing on either side a red stripe, over which no member may cross when addressing the House.

Names:
Ceylon [sı'lɔn]
Burma ['bǝ:mǝ]
The Sudan [su'da:n]

Key Vocabulary:
monarchy ['mɔnǝkı] n. -  միապետություն
The House of Commons n. – համայնքների պալատ (ստորին պալատ)
The House of Lords n. – լորդերի պալատ (վերին պալատ)
legislative  ['ledƺislǝtiv] adj. - օրենսդիր
executive [ıg'zekjǝtıv] adj. - գործադիր
judicial [dƺu:'dıʃǝl] adj. – դատական
statute ['stætju:t] n. –օրենսդրական ակտ
precedent ['presidǝnt] n.- նախադեպ
by-election n. – լրացուցիչ ընտրություններ
rural ['rurǝl] adj. - գյուղական
decisive [dı'saısiv] adj. – վճռական
vote v. –քվերակել, ձայն, քվե տալ
compulsory [kǝm'pʌlsǝrı] adj. - պարտադիր
preside [prı'zaıd] v.- նախագահել
appoint v.- նշանակել
propose [prǝ'pǝuz] v.- առաջարկել
approve [ǝ'pru:v] v. - վավերացնել, հավանություն տալ
royal assent [ǝ'sent]– թագավորական սանկցիա (միապետի կողմից օրինագծին հավանություն տալը)
veto [vı:tǝu] v. –վետո, արգելք դնել
delay v. - հետաձգել
hereditary [hı'redıtǝrı] adj. - ժառանգական
peer [pıǝ] n. - պեր, լորդ, լորդերի պալատի անդամ
title n.- տիտղոս
Count of Appeal n. –վճռաբեկ դատարան
The Lord Chancellor [lɔ:d ' tʃa:nsǝlǝ] n.- լորդ-կանցլեր
Woolsack n. – բրդով լի կարմիր բարձ, որի վրա նստած նախագահում է լորդ-կանցլերը
stuff v. - լցնել
 Commonwealth – Ազգությունների համագործակցություն (Անգլիայի գլխավորությամբ)
row [rǝu] n. շարք

Talking points:
1.   What political system does the UK have?
2.   How are the Queen’s powers limited?
3.   Who is the actual ruler of the country?
4.   Name the three branches of the British government.
5.   Where is the seat of the British Parliament?
6.   Who opens Parliament every year?
7.   How many Houses does Parliament consist of?
8.   How many members does each House have?
9.   What distinguishes the hereditary and life peers?
10.       What is the composition of the House of Lords?
11.       Who is the House of Lords/Commons presided by?
12.       What colour are the benches of the Lords Chamber/ Commons Chamber?

13.       What is a Woolsack?







[1] The House of Lords is the only non-elected second chamber in the parliaments of the world, and some people would like to abolish it.
[2] Many countries all over the world were once ruled by Britain. All of them were included into the British Empire and were its colonies. India, Pakistan, Ceylon, for example, were among them. These countries are independent states now. In 1949 Britain and the former colonies founded the Commonwealth. The Commonwealth includes many countries such as Ireland, Burma, the Sudan, Canada, Australia, New Zealand and others. The Queen of Great Britain is the Head of the Commonwealth and the Queen of Canada, Australia and New Zealand.