General Task 1IntermediateTarget: Band 7.0–7.5

Formal Letter Template

A strong formal letter utilizing standard business phrases to express dissatisfaction, outline a sequence of events, and demand a resolution.

Paragraph Structure

Salutation & Opening

Dear Sir or Madam, I am writing to express my dissatisfaction with Service or Product I received on Date.

Elevate the opening with 'express my dissatisfaction with' rather than 'complain about'.

Point 1 (Contextualizing the Issue)

On Date, I purchased Item from your website. However, when it arrived, I discovered that Problem.

Set the scene clearly with dates and specific items. Use contrasting linkers ('However').

Point 2 (Elaborating on the Negative Experience)

To my surprise, the Product was not as described on your website. Furthermore, when I attempted to contact customer service by phone, the staff I spoke with were quite unhelpful and dismissive.

Add secondary details or complaints to show range of vocabulary ('unhelpful and dismissive').

Point 3 & Closing (The Call to Action)

Under the circumstances, I would like to request a full refund to my original payment method. I have attached the receipt and order number for your reference. I look forward to your prompt response. Yours faithfully, Your Name

Make a clear, formal demand ('Under the circumstances, I would like to request...'). Include standard sign-off phrases ('I look forward to your prompt response').

Useful Phrases

I am writing to express my dissatisfaction with...

However, when it arrived, I discovered that...

To my surprise, the... was not as described

Furthermore, when I attempted to contact customer service...

the staff I spoke with were quite unhelpful and dismissive.

Under the circumstances, I would like to request...

I have attached the receipt and order number for your reference.

I look forward to your prompt response.

Sample Answer

Dear Sir or Madam, I am writing to express my dissatisfaction with a laptop I purchased from your online store on the 12th of May. When the package arrived last Tuesday, I immediately noticed that the box was significantly damaged. Upon opening it, I discovered that the laptop screen was cracked in the bottom left corner, rendering the device entirely unusable. To my surprise, the exterior packaging had no fragile warning labels whatsoever. Furthermore, when I attempted to contact your telephone customer service team regarding this the next day, I was left on hold for over an hour before the line simply disconnected. Under the circumstances, I would like to request an immediate replacement laptop be sent to my address, or alternatively, a full refund to my credit card. I have attached photographs of the damaged item and my digital receipt for your reference. I look forward to your prompt response regarding this matter. Yours faithfully, David Chen

Common Mistakes to Avoid

Being overly emotional

Writing 'I am furious and I hate your company!' makes the letter sound immature, even if grammatically correct.

Fix: Keep the tone coldly objective: 'I find this level of service entirely unacceptable'.

Failing to state the requested action clearly

If you just complain but don't say what you want them to do, the task is incomplete.

Fix: Always end Paragraph 3 with 'Therefore, I require X, Y, or Z'.

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