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.”