Complaint Letter Assignment

Name: __________________________
WRITE A LETTER OF COMPLAINT

In this assignment you will write a formal letter of complaint about a specific
product or service.
BACKGROUND
As a consumer, it is important that you get the goods or services that you pay or.
If you are dissatisfied with a companys goods or services, you should correspond
formally with the company. In these cases, a formal letter of complaint is often the
best method of communication because it can be sent to the person who can
resolve the problem. It also becomes an official complaint that has to go on record
and cannot be ignored.
GUIDELINES
USE the information below to help you write a letter of complaint. Choose from the
situations on the reverse of this page or create your own.
In your letter, make sure you use standard formal letter format, and be sure to
include these things:
Paragraph 1
Explain why you are writing.
Describe the problem/situation in as much detail as possible. If you are
complaining about poor service, try to give a timeline of events.
Include product brand and model number, if necessary. In the case of poor
service, try to identify the offending person(s) and their offending
actions/statements.
Paragraph 2
Express your feelings about this situation, but remain formal and polite.
Tell them what you would like to see done about the situation. (Give them
your expectations.)
Paragraph 3
Thank them for their prompt attention to this matter (since they want to
retain you as a customer)
Give them a phone number in case they wish to contact you
Do NOT threaten unreasonable/hysterical action. No one responds well to
this.
Dont forget to include all the relevant features of a formal letter. Use your
textbook (pg 24-25) to remind you e.g. addresses, date, greetings, subject
Name: __________________________
Your letter will be graded out of 20 (turnover for marking criteria).
Your first draft is due Friday 4th September 2015

Your final letter is due Friday 11th September 2015
Marking criteria:
Layout/ Format
(address, date, greeting,
subject, paragraphs,
closing)
1-3
4-7
8-10
The letter is not in the

correct format.
There are several errors in

format.
Includes all the required

features of a formal letter.
Situation and expectations

Information is mostly well
are clearly explained.
Information / Content
written. Some information
Information is accurate and
is inaccurate or incomplete.
complete.
Grammar and punctuation
Spelling, Grammar &
Many errors which seriously
Wide range of structures
indicative of a formal letter
Punctuation
hinder communication.
used effectively.
with some errors.
Choice of words is
Highly appropriate and
Appropriate use of a wide
Vocabulary
inappropriate for a formal
effective use of vocab,
range of vocab.
letter.
suitable to the task.
Informal and/or emotional
Audience and tone
Some slips in register, but Letter is written in a formal
language is used. May
(Formal register, polite,
remains polite and
tone and remains polite and
come across as rude or
positive and unemotional)
courteous.
courteous throughout.
offensive.
Information is poorly
written, inaccurate, or
incomplete.
Choose from the situations below or create your own:

Situation A
You purchased a stereo system complete with amplifier, speakers, CD player and docking
station. (Monaco Model #79432). You spent $950 on your new system. You owned your
system for 3 months when the CD player quit working. You called Sam's Stereo, where you
purchased the system, and they did not return your call. You visited the store and the
person who sold you the system no longer worked there. The new manager, James Wilson,
told you the store is not responsible for items sold by previous employees. The product
warranty guarantees the stereo system to be free from defects for one year. Write a letter
to Monaco to complain about your CD player and the local service. The address is: Monaco
Ltd, 2367 Gateway Boulevard, Hillsborough, London NW8CG5. Use your own address for
the heading. Use today's date.
Situation B
On September 2, 2015, you went to a restaurant with some friends around 7:30 p.m. Your
experience there was a virtual how-to lesson in how NOT to satisfy customers at a
restaurant. Your job is to explain to the manager what happened so that he/she can make
some immediate changes. Address your letter to: The Manager, Kenny's Good Eats
Restaurant, 3830 Calgary Trail, Edmonton, Alberta T6H 1L8. Use your own address for the
heading. Use today's date.
Name: __________________________
Situation C
You paid $60 to First Class Promotions for concert tickets to "Battle of the Bands" at the
Jubilee Auditorium on August 26, 2015. According to the advertising for the show, several
of your favorite bands would be playing there. However, when you arrived there were
problems. You did not get the seats you paid for. Several bands did not show up. There
were problems with sound quality, organization and crowd behavior--and anything else you
want to mention. You would like a refund. Address your letter to First Class Promotions,
10326 Jasper Avenue, Freemans Bay, Auckland 1010. Use your own address for the
heading. Use today's date.

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Name: __________________________

WRITE A LETTER OF COMPLAINT

Your first draft is due Friday 4th September 2015

The letter is not in the

There are several errors in

Includes all the required

Situation and expectations

Choose from the situations below or create your own:

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