Writing to complain
Thelanguageofcomplaint
www.complaintline.org.nz
Teaching
the
Topic
Sometimesyoudon’tgetwhatyouwantoryouaren’t
happywithabusiness’sresponsewhenyoufirst
complain.Youmightneedtotakethingsfurtherby
writingaletteroremailofcomplaint.
Thelearnermustbeclearaboutwhattheissueisand
whatstepstheyhavealreadytakentoworkoutthe
problem.Theyneedtobeassertiveinsayingwhatthey
wanttohappenandwhy.
Resources
Lettersoremailsreceivedfromabusiness.
Termsandconditions,contracts,guaranteeand
warrantystatementsthatcomewithitemsbought
orservicesused.
Complaintlettertemplates(forexample
http://advocacy.hdc.org.nz/selfadvocacy/writinga
letterofcomplaint).
Suggestedactivities
Talkaboutwhat’sdifferentandwhat’sthesameina
letterofcomplaintandanemailofcomplaint–
elementsyoumightleaveoutinanemail,for
example,thedateandyoursignature.
Talkaboutwhatrecordsmightberequiredto
supportacomplaint,forexample,storereceipt,abill,
aphotographoftheitemshowingtheproblem.Talk
abouttheimportanceofsendingcopiesandkeeping
holdoforiginals.
Useacomplaintlettertemplatetopractisewritinga
letteroremailaboutaproblemthelearnerhasor
hashadinthepast.
Usingthe
Worksheet
Introductoryactivity:Hasthelearnerever
writtenaletteroremailcomplainingabout
somethingtheyweren’thappywith?Whatdid
theysayintheirletter?Whathappenedin
response?
Thisactivityusesaletterofcomplainttoapower
company.Thelearnerreadseachquestionand
findstheanswer.Theywritethenumberofthe
questionattheendoftheline.
Mainlearningpoints
Findthecommonelementsofawritten
complaint.
Acomplaintletteroremailneedstobe
shortandtothepoint.
Theyneedtosticktothefacts–whattheir
complaintis,howthishascomeabout,what
theyhavedoneaboutit,whatresponse
theygot,whatinformationtheycanprovide
insupportoftheircomplaint,whatthey
wanttohappennext.
Language
Howtostartaletteroremail–DearSir/Madam,DearMrsX,DearMrY,DearMsZ,Towhomitmay
concern.
Howtoendaletteroremail–Yourssincerely,Yoursfaithfully,Regards,Ilookforwardtoyourresponse.
Complaints–Thereisamistakeinthisbill.ThisisnotwhatIordered.Idisputethischargebecause...
Iwasdisappointedwith…Thisitemisfaulty.TheadviceIwasgivenwasincorrect.
Supportinginformationprovided–receipt,creditcardstatement,proofofpurchase,guarantee.
Whatdoyouwanttohappen?–Iexpectyouto…Iwouldbehappyif…Iwouldlike…
Writing to complain
Thelanguageofcomplaint
www.complaintline.org.nz
I’mnothappywiththat!
Readeachquestionbelow,thenfindtheanswerintheletter.Writethenumberof
thequestioninthecircleattheendoftheline.Forexample:
1. Whatistheletterwriter’saddress?
2. Whatisthewriter’sname?
3. Whatisthenameandaddressofthepowercompanythepersoniswritingto?
4. Whatisthewriter’saccountnumberwiththispowercompany?
5. Howmuchistheconnectionfeetheletterwriterdoesnotwanttopay?
6. Whohasthewriteralreadyspokentoabouttheircomplaint?
7. Whathasthewriterprovidedacopyofwithhisletter?
8. Whatdoesthewriterwanttohappen?
BasedonEnglishLanguagePartnersNewZealand’s‘Giveitago’DIYtasksandworksheetsforESOLhometutorsandlearners.(2009)