How to write a letter of complaint in English

We all play the role of a customer every day: we order coffee in the morning, have lunch in a restaurant, buy clothes, and occasionally travel and stay in hotels. And it's understandable that we always expect excellent service at a high level. But do we always get it? Morning coffee might be too cold, lunch might be tasteless, clothes might wear out quickly, and the bed linen in a hotel might just be dirty. Complaining or not is your choice, but if you decide to make a complaint in English, this course is definitely for you!

Important aspects of writing a letter of complaint in English

A customer can express their dissatisfaction either verbally or in writing – and we will be focusing on the second option. Expressing a complaint in English can be difficult not only for those who may not have a high enough level of the language, but also for shy and reserved customers who aren’t used to doing this. We will review the important aspects of writing such a letter in English, so you won’t be afraid of this process anymore.

What is a letter of complaint?

A letter of complaint is, as the name suggests, a negative review or feedback about a service or product that you received. Note that it’s not an emotional essay on a website forum, but a proper business letter to communicate with the brand.

Structure of a complaint

Such a letter has a specific structure that should be followed:

• Greeting – Introducing yourself and addressing the person

• Introduction – Why you are writing the complaint

• Main body – Clear arguments and reasoning

• Conclusion – Summary of what has been written

• Ending – Your signature

You may find it hard to sit down and write a complaint in English right away. But we suggest thinking about these guiding questions:

• What exactly upset me?

• What exactly did I expect to receive?

• What needs to be done to resolve my issue?

• What will happen if my issue isn’t resolved?

• How quickly should my problem be addressed?

These questions will help you understand how important your issue is to you and whether your complaint is justified. It’s possible that your complaint will even be useful to the brand and may help minimize similar issues for future customers.

Tips for writing a complaint

• Truth and only the truth. Don’t make anything up or exaggerate. Write about your real experience with the specific situation. Stick to the facts.

• Stick to the facts. Avoid unnecessary information or too many details.

• Follow all rules of business communication and good manners.

• Show respect for the brand even though you have a problem. This increases your chances of a successful resolution.

• Always keep the receipt or official purchase document.

Useful Phrases for a Letter of Complaint

Here’s a list of useful phrases that will help you write a letter:

Learn how to write a complaint letter

If you want to dive deeper into this topic and write such letters in English like a pro, we offer you a course on writing a letter through our online marketplace. In this course, you’ll have just one lesson, but in it, you’ll find:

• an interesting and clear explanation of the structure of a letter;

• 13 interactive exercises to practice the topic;

• guidelines on writing a letter.

Take our course, and you’ll learn how to communicate with brands in English, write convincing and well-structured complaints, defend your rights as a customer, and most importantly – get what you want!