Writing the Letter of Complaint

Writing to complain means expressing your dissatisfaction or unhappiness about a product, service, or experience, usually in a formal way (like a letter or email). A letter of complaint is a formal letter written to express dissatisfaction or a problem with a product, service, or situation. It is polite, clear, and to the point.

Structure of a Complaint Letter

Greeting
Example: Dear Sir/Madam, or To Whom It May Concern,

Introduction
State what you are complaining about and why.
Example: I am writing to complain about…

Details
Describe what happened: dates, locations, names, problems, etc.

Effect
Explain how the issue affected you.

Request / Solution
Say what you want to be done: refund, replacement, apology, etc.

Polite closing
Example: I look forward to your prompt response.

Sign-off
Yours faithfully, (if you don’t know the name)
Yours sincerely, (if you do)

Useful Phrases Used in Formal Complaint Letters

Starting the Letter

I am writing to complain about…

I would like to express my dissatisfaction with…

I am writing regarding a problem I experienced with…

I wish to draw your attention to…

Giving Details

The issue occurred on (date).

I purchased/ordered (product/service) from your (store/website) on (date).

The service was provided at (location).

Unfortunately, the product/service did not meet my expectations.

Describing the Problem

I was very disappointed with…

The item was faulty/damaged/defective.

The service was unacceptable/poor/incomplete.

There was a delay in delivery.

The staff was unhelpful/rude.

Explaining the Impact

This caused me inconvenience.

I was unable to…

As a result, I had to…

This experience was frustrating/disappointing.

Requesting Action

I would appreciate it if you could…

I am requesting a full refund/replacement.

I would be grateful if you could investigate this matter.

I expect compensation for…

Please resolve this issue as soon as possible.

Closing the Letter

I look forward to your reply.

I hope this matter will be resolved quickly.

I trust you will treat this complaint seriously.

Thank you for your attention to this matter.

Have practice in Writing to Complain

Task1. Your local council has decided to stop giving under-18s cheap travel on buses. Write a letter of complaint about this decision, explaining why it is bad for teenagers and for the evironment.

Sample 1

Hi, my name is Irynka and this is my letter of complaint.

Dear Sir or Madam,

I am writing to complain about the decision to stop offering cheap bus travel for under-18s. This is a very important issue for me because my parents do not drive, and I travel to school by bus every morning and afternoon.

I strongly object to this decision because many families cannot afford to pay more for their children’s bus travel. Cheap public transport helps students go not only to school, but also to sports clubs, music lessons, and museums. For example, I go to a sports club once a week after school, and I also visit the local library on weekends. Without reduced fares, schoolchildren might have to stop going to these places, which would really affect their education and hobbies.

In my opinion, this is a bad decision. I kindly ask you to reconsider and find other ways to save money without removing affordable travel for young people. Supporting students and families should be a priority.

Yours faithfully,
Rebecca Williams

Sample 2

Hi, I’m Sophia and this is my piece of writing to complain.

Dear Sir or Madam,

I am writing to express my disappointment at the council’s recent decision to stop giving under-18s cheap travel on buses. As a student, I often use the bus to get to school and other places, so this is a very important issue for me.

Cheap travel allows young people to travel independently and access education, sports, and social activities. Without this support, many families may struggle to pay for daily travel, and this could negatively affect students’ opportunities.

I understand that the council may want to save money. However, I believe it is a poor decision. Public transport is not only important for education but also helps reduce traffic and pollution in the town.

For these reasons, I strongly believe that the council should reconsider its decision.

Yours faithfully,
Anna Smith

Task 2. Your local council has decided to allow buses into the town centre, which is currently pedestrian only. Write a letter of complaint about this decision.

Hi there! I’m Sophia and I’d like to share with you my work.

Dear Sir or Madam,

I am writing to complain about the decision to allow buses into the town centre. In my opinion, this decision could have a number of negative effects on our town.

I object to the decision mainly because the pedestrian zone has been an enjoyable place for people to walk, shop, and relax. Allowing buses into this space will lead to more traffic, increased air pollution, and a less pleasant environment for pedestrians.

I understand that some people would like to use public transport in every part of the city. However, the town centre should remain a space where people can spend time without worrying about traffic. I do not believe that the wishes of a small number of residents should be enough to change the council’s long-standing policy. Keeping the area car-free will make it a better place for everyone.

On balance, I believe this is a very bad decision. I urge you to reconsider it and explore other ways to improve public transport without changing the current pedestrian zone.

Yours faithfully,
Mary Brown

Task 3. Your local council has decided to cancel a bus service from a village to the town centre that is used by lots of elderly people. Write a letter of complaint about this decision, explaining why it is bad for people who live in the village and also people in the town centre.

Hello! I’m Artiom and this is formal letter.

Dear Sir or Madam
I am writing to complain about the decision to cancel the bus service from the village to the town centre. I think this is a bad idea and will cause problems for many people.

This is very important, especially for old people. Many of them don’t drive and use the bus to go shopping, visit the doctor, or see family and friends. Without the bus, it will be hard for them to travel.

Also, people in the town will be affected. Fewer visitors from the village means fewer customers for shops and restaurants. This can hurt the local economy.

I understand that changes may be needed, but I believe this decision is not fair. Please think again and find another solution that helps everyone.

Your faithfully,
Tom Johnson