When writing complaint email/letter remember the following points:

Beginning, Organization and Endings

Write Dear + the person’s name, if you know it (Dear Mr. Smith). If not, begin with Dear Sir or Dear Madam, or Dear Sir or Madam. Don’t use a title like Dear Manager.

In the first paragraph, clearly state your reason for writing. Use the middle paragraphs to explain the point. In the final paragraph, sum up and/or say what action you want to be taken.

Don’t forget! If you began with a person’s name, e.g. Dear Mrs. Blake, you must end with Yours sincerely, not Yours faithfully (use this ending when you don’t know who you are addressing to). These endings are followed by a comma.

• Dear Sir / Madam / Company (for salutation or greeting)
• Yours faithfully (If you do not know the name of the person, end the letter this way)
• Yours sincerely (If you know the name of the person, end the letter this way)

Useful phrases for closing:

• I look forward to receiving your explanation of these matters.
• I look forward to receiving your payment.
• I look forward to hearing from you shortly.
• Please do not hesitate to contact me if you have any questions regarding this matter.
• If you need any further assistance, please contact me.

First, state the subject of your complaint clearly in the first paragraph. Use the following paragraphs to give all the necessary details (including dates and times, the people involved, the inconvenience you’ve been caused, etc.). Try to be clear and factual rather than emotional. Use the final paragraph to say what action you want to be taken now.

Useful phrases to describe a situation:

• I am writing to inform you that…
• I am writing to inform you of my dissatisfaction with…
• I am writing to ask / inquire about…
• I am writing to complain about a holiday I booked with your company.
• I am writing to say that I am not satisfied with the standard of the service at your restaurant.

Useful phrases to describe a problem:

• On 14 December 2016 I bought…
• I had difficulty in…

Useful phrases to describe a solution:

• I am writing to ask you to please…
• Could I please ask you to…
• I enclose a copy of the invoice and…
• I must insist that you refund the cost of the bill.
• I must ask you to…

You had organized a Christmas meal for your co workers at a restaurant recently, but the food was terrible. Write a letter complaining about the food and the service.

Please send your letter to this email englishugto@ugto.mx so we could check it.

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