****IELTS EXCELLENCE SOLUTIONS*****

IELTS Complaint Letter

You are given a situation that you wish to be resolved in some way.
Common examples are bad service at a hotel, shop, restaurant or
other place or faulty goods you have bought.
It is common to have to do these two things:

• Explain the problem

• Ask how it will be resolved / Suggest how you want it to be
resolved
• what you would like them to do

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Formal Structure

Dear Sir/Madam,

Paragraph 1- No greeting. Introduce yourself. Say why you

are writing to them. (I am writing with regard to…/ I am
writing to …..)

Paragraph 2- Bullet point 1 and supporting details

Paragraph 3- Bullet point 2 and supporting details

Paragraph 4- Bullet point 3 and supporting details

I look forward to hearing from you. /

I await for your prompt response.

Yours faithfully / Yours sincerely,

[Your Full Name]

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IELTS Complaint Letter: Common Phrases

These are some common phrases you can use in an IELTS
complaint letter that will help you to get the right tone:

Reason for writing:

• I am writing in order to complain about….

• I am writing to complain about……
• I am writing regarding…….
• I am writing to express my dissatisfaction with……

Introducing the complaint/problem:

• Topic sentence stating the positive point. + However, +

problem….

Example: We thoroughly enjoyed the first week of the holiday.

However, after that we experienced a number of problems.

• I am (extremely) dissatisfied / disappointed with the service /

goods that I received / bought from your ……..because….

First complaint:

• Firstly
• First of all
• The first problem is / was
• My first complaint is
• My first concern is
• The first thing I would like to draw your attention to is

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Further complaints:

• Secondly
• Also
• In addition
• In addition to this
• Added to this
• …… is / was also unsatisfactory / unacceptable
• Not only ……, but also
• To make matters worse,
• Furthermore,

Mentioning negative consequences:

• I am afraid that…
• Unfortunately,

Expressing Dissatisfaction:

• It is not acceptable to / that….

• I am not at all pleased that…..
• I am disappointed because….

Demanding action:

• I suggest that you replace the item…

• I would be grateful if my money was refunded
• I would be grateful if you could give me a full refund

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• I would like to request that….

• To resolve the problem, I would appreciate it if you could..

Ending the letter:

• I look forward to hearing from you.

• I look forward to receiving a full refund
• I look forward to receiving a replacement
• I look forward to receiving your explanation
• I look forward to your reply and a resolution to my problem

You will need to practice these to make sure you know how to fit
them in correctly to your letter as they may all vary slightly
depending on the particular context.

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4 Steps Method

Step 1: Question Analysis (TR-25%)

- Identify letter type (Formal/ Informal)

- To whom you need to write

- Background information, instructions

Step 2: Planning as per letter structure

- Start as per letter type

- Cause of writing with background information

- Cover 1st bullet point with supporting details

- Cover 2nd bullet point with supporting details

- Cover 3rd bullet point with supporting details

- Closing sentence

- Sign off

Step 3: Letter writing

- Write letter as per plan

Step 4: Check for Mistakes

- follow checklist

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Sample Complaint Letter 1:

You recently ordered an item that was advertised as having a

discount from the normal price, but you have found that when you
paid, you did not get the discount. Write to the company. In your
letter,

- Explain that you did not get the discount

- Tell them where you saw the discount advertised
- Tell them what you would like them to do about the situation
You do NOT need to write any addresses.

Question analysis:
Background information:

You recently ordered an item that was advertised as having a

discount from the normal price, but you have found that when you
paid, you did not get the discount.

Instructions:

Write to the company. In your letter

- Explain that you did not get the discount

- Tell them where you saw the discount advertised
- Tell them what you would like them to do about the situation

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Make a Plan:
- Formal complaint letter
- Dear Sir or madam,
o I am writing to express my dissatisfaction regarding a pricing
discrepancy I encountered during my recent purchase from your
company.
o I am writing to address/inform an issue that I encountered with
my recent purchase from your company.
o I am writing to complain about an issue regarding the price of
an item that I encountered/faced with my recent purchase from
your company.
- Situation:
- 1st : bought camera from online store in discounted price/
price showed ok in shopping cart but deducted full amount
instead of discounted price.
- 2nd : company’s website homepage, 50% off

- 3rd Action: refund rest money , otherwise I will return

- Closing:

I look forward to hearing from you.

I appreciate your prompt attention to this issue and look forward to a

swift resolution.

Yours faithfully,

full name

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Sample Answer:
Dear Sir/Madam,
I am writing to address/inform an issue that I encountered with my recent
purchase from your company.
I recently ordered a digital camera from the Nokia range, model number
SL452, from your online store, attracted by the advertised discount. The
discounted price was shown in the shopping cart and also reflected in the
payment amount in the system. However, upon reviewing my final payment
receipt, I noticed that the discount was not applied as expected. Instead of
the discounted price, your payment system deducted the full amount from
my wallet.
I came across the advertised discount while browsing your website's
homepage last week. It was prominently/clearly displayed on the main
banner, stating a 50% reduction from the normal price for the item that I
purchased.
I am very satisfied with the camera itself and do not wish to return it.
However, I would like to request a refund of the advertised 50% discount to
my credit card. If this is not possible, then I regretfully will have to send the
item back as I can obtain it for a cheaper price in other stores.
I appreciate your prompt attention to this issue and look forward to a swift
resolution.

Yours faithfully,
Sumaiya Shimu

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Sample Complaint Letter 2:

You have bought a new camera but when you got it home you
found it had some problems. You returned the camera and spoke
to the company representative a week ago but the camera has still
not been repaired.
Write a letter to the company.
In your letter:

• Introduce yourself
• Explain the situation
• Say what action you would like the company to take

Write at least 150 words

• You do NOT need to write any addresses

• Begin your letter as follows:
• Dear……..,

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Question analysis:
Background information:

You have bought a new camera but when you got it home you
found it had some problems. You returned the camera and spoke
to the company representative a week ago but the camera has still
not been repaired.

Instructions:

Write a letter to the company.

In your letter:

• Introduce yourself
• Explain the situation
• Say what action you would like the company to take

Make a Plan:
- Formal complaint letter
- Dear Sir or madam,
- Introduce: name Sumi Akther and I am writing to you
regarding a Nokia camera that I bought…..
- Situation: bought camera, returning home- shutter
mechanism not functioning; a small scratch on the lens;
- returned to the shop; assured me for repairing; no update;

- Action: not acceptable to be waiting. I would therefore like

to request - a full refund

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- Closing: I look forward to hearing from you.

Yours faithfully-full name

Letter writing:
Dear Sir / Madam,
My name is Sumi Akther and I am writing to complain you
regarding a Nokia camera that I bought at your department store
on Basundhara City, 1st floor, on the 5th September.
The camera seemed to work fine in the shop. However, upon
returning home, it became clear that the shutter mechanism was
not functioning properly. In addition to this, there was a small
scratch on the lens.
I therefore returned to the shop the following day, on the 6th
September, and spoke to a company representative about the
issue. I left the camera with the assistant, and they assured me that
they would look into the problem with a view to repairing the camera
and get back to me a few days later. However, it has now been one
week and when I contacted the shop again, they said that the
camera has still not been fixed and they do not know how long it
will be.
As I am sure you will understand, it is not acceptable to be waiting
for such a long time for it to be repaired. I would like to request to
get a full refund or a replacement camera.
I look forward to hearing from you.
Yours faithfully
Sumi Akther

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Sample Complaint Letter 3:

You recently bought a piece of equipment for your kitchen but it did not work.
You phoned the shop but no action was taken.
Write a letter to the shop manager. In your letter
• describe the problem with the equipment
• explain what happened when you phoned the shop
• say what you would like the manager to do
Sample Answer
Dear Sir or Madam,
I am writing with regard to an appliance that I recently bought from your shop.
On the 10th May I bought a new washing machine, and it was installed the
following day.
However, when I tried to wash some clothes, I noticed that the machine failed
to spin during the washing cycle. Consequently, it leaves clothes wet but not
clean.
When I phoned your shop to report the problem, I spoke to an assistant who
did not know the procedure for repairs or returns. He assured me that he
would report the issue to the store manager, and that I would be contacted
the same day. That was two days ago, and I am still waiting for your call.
As the appliance is under warranty, I am entitled to ask for it to be repaired
or replaced. I have decided that I would like a replacement washing machine.
I would also like you to phone me personally when you receive this letter.
I await your prompt response.
Yours faithfully,
John Smith
(175 words)

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Sample Complaint Letter 4:

You have recently bought a piece of electronics which does not work
well. Write a letter to the manager of the shop and describe the
problem.

In your letter, include what you have done about it and suggest what
action you'd like them to take.

Sample Answer

Dear Sir/Madam,

The reason I am writing to you is poor quality of a food processor, which I

bought in your store two weeks ago. After only two times it was in use,
problems started to appear.

The first malfunction that I noticed was safety lock that demanded applying
of great force. My wife had to ask me for help, because she wasn't strong
enough to push the safety lock through. We discovered another problem
when tried to use the blender. I put some ice-cream and milk in the blender
and pushed the "Start" button. It started working but suddenly got stuck and
we were unable to use it since. I was very surprised to discover that much
problems in a quite expensive model.

Naturally, I returned the blender to you to be replaced with a new one. Your
assistant said that I would have to wait only a week. After two weeks the food
processor had still not arrived. Finally, four weeks later, I was contacted by
your representative.

Imagine my feelings when I learned from him that I cannot receive the same
model of food processor as I bought. As a solution he offered that I upgrade
my model to a better one and this too will take two weeks.

I am very disappointed with both the equipment and the service have I
received. Therefore, I expect a full refund of 180$ as soon as possible.

Yours faithfully,

Mr. Smith.

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Sample Complaint Letter 5:

You have had a problem with your next-door neighbour. You have not
been able to speak to your neighbour about this.

Write a letter to this neighbour. In your letter

• Explain the problem

• Suggest a solution
• Say what action you will take if the situation does not improve

Begin as follows: Dear ...

Dear Mr. Rahman,

I hope this letter finds you well. I am writing to address/inform an issue that
has been bothering me recently. Unfortunately, due to our conflicting
schedules, I have not had the chance to speak with you directly about it.
The problem arises from the noise levels coming from your property,
particularly during late hours at night. It has been quite disruptive to my daily
activities and affects my ability to rest peacefully. As a Bank Manager, after
a hectic working day, I need a sound sleep to re-energize myself for the
following day. Therefore, I prefer to go to bed early to wake up early and
maintain a healthy lifestyle. I understand that everyone has different routines
and commitments, but I would appreciate it if we could find a compromise
regarding the noise.
To resolve this matter, I suggest we discuss and agree upon reasonable
noise levels and appropriate times for activities that may cause disturbances.
This way, we can both maintain a comfortable living environment without
inconveniencing each other.
If the situation persists/exists without improvement, I may have to explore
other options/ways to address the noise disturbance, such as involving the
building management or local authorities. However, I believe we can resolve
this issue amicably through open communication and mutual understanding.
I look forward to hearing from you soon so we can work together to find a
suitable solution.
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Yours sincerely,
Sumaiya Shimu

Sample Complaint Letter 6:

You should spend about 20 minutes on this task.
You are not happy about a service you received a couple of days ago from
a company and you have decided to complain about it.
Write a letter to the company to complain about the poor service you received
from its employee.
In your letter, express:

- why you went to the shop/office

- how the employees behaved to offend you
- what you expect the company to do
Write at least 150 words.
You do NOT need to write any addresses.

Sample:
Dear Sir/Madam,
I am writing to express my dissatisfaction with the service that I received at
your establishment a couple of days ago.
I visited your shop to purchase a new phone, hoping for a pleasant
experience. However, I was disheartened by the behavior of your employee,
which left me feeling disappointed and frustrated.
Firstly, upon entering the shop, I was met with indifference from your staff
member. They appeared disinterested and lacked professionalism in
their approach. Moreover, when I sought assistance in choosing a phone,
the employee was unhelpful and seemed impatient with my inquiries. Their

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attitude made me feel unwelcome and discouraged me from making a

purchase.
As a loyal customer, I expect better treatment/service from your company. I
believe that customers deserve courteous and attentive service, which was
sorely lacking during my recent visit. Therefore, I kindly/would like to request
that you address this matter and ensure that your employees undergo proper
training in customer service protocol.
I look forward to a swift resolution to this issue.
Yours faithfully,
Sumaiya Shimu

Sample Complaint Letter 7:

You should spend about 20 minutes on this task.
You recently stayed in a hotel in a large city. The weather was very unusual
for the time of year and the heating / cooling system in the hotel was quite
inadequate.
Write a letter to the manager of the hotel. In your letter:

- give details of what went wrong

- explain what you had to do to overcome the problem at the time
- say what action you would like the manager to take
You should write at least 150 words.
You do NOT need to write your own address.
Begin your letter as follows:
Dear __________

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Dear Sir/Madam,
I am writing to express my dissatisfaction with my recent stay at your hotel,
'The Four Seasons Hotel,' in Moulovibazar, Sylhet. Unfortunately, due to a
malfunctioning air conditioner in my room, I suffered three miserable nights
at your hotel from March 26 to 28, 2024.
Upon my arrival in Moulovibazar, the weather was exceptionally hot, with
temperatures reaching approximately 35 degrees Celsius. Despite the
unusual sweating weather in March, my room lacked an air conditioner. After
informing a verbal complaint, a technician was sent to install a new unit.
However, despite my request to be relocated to another room, I was informed
that the hotel was fully booked.
Regrettably, each night after returning from work, I found that the problem
persisted. Consequently, I spent three uncomfortably hot nights in a room
which is ill-equipped to manage the heat, resulting in significant discomfort
and ultimately, falling ill with a cold due to excessive sweating in the confined
space.
I am deeply disappointed by this unacceptable level of service, especially
considering the significant nightly rate of 8000 BDT. To address this
inconvenience, I kindly request an immediate refund and the provision of a
complimentary stay in one of your superior suites in the future. If this is not
possible, I am prepared to escalate my complaint to higher authorities.
I eagerly await your prompt response.
Yours faithfully,
Sumaiya Shimu

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Sample Complaint Letter 8:

You should spend about 20 minutes on this task.
You took your family to a nearby restaurant. You were disappointed with
the meal and wish to complain to the manager.
Write a letter to the manager of the restaurant. In your letter,

» explain why you were at the restaurant

» describe the problems
» write about the action you want the manager to take
Write at least 150 words.
You do NOT need to write your own addresses.

Dear Sir or Madam,

I am Sumiya Shimu, a regular customer of your Cozy Place Restaurant, and
I am writing to express my dissatisfaction with the bad odorous meals and
desserts served to us last Sunday.
On the evening of July 27th, my husband, children, and I visited your
restaurant at approximately 7:00 o'clock to celebrate my husband's recent
job promotion. We anticipated a joyous and memorable occasion as we
gathered as a family at one of our favorite dining spots. Unfortunately, our
experience turned out to be frustrating and disappointing.
We ordered mutton leg roast, sandwiches, and Nun Ruti as our main
courses. However, the mutton leg roast we received was overly salty,
undercooked, and tough to chew. Furthermore, our sandwiches arrived cold,
which was highly unsatisfactory. Despite bringing these issues to the
attention of our waitress, they directed us to speak with the manager,
displaying a lack of concern for our dining experience. Additionally, the ice
cream we ordered lacked the marshmallows and strawberries as advertised
on the menu, further adding to our disappointment.
I would like to demand a full refund of the amount paid for our meal and
request you to take necessary measures to improve the professionalism and

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manner of your staff. If you fail to take any steps to uphold your reputation
concerning food quality and customer service, you may risk losing many
customers, including myself.
I anticipate your prompt response to this matter.
Yours faithfully,
Sumaiya Shimu

Checklist:
1. Have I read and understood the instructions?

2. Is it a formal or informal letter?

3. Have I made a plan?

4. Have I included both the reason for writing and the 3 bullet

points?

5. Have I supported each bullet point with relevant details?

6. Have I used appropriate language?

7. Have I separated my letter into paragraphs?

8. Are my ideas clear and easy to understand?

9. Have I avoided copying the question and varied my

vocabulary?

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10. Have I checked my letter for grammar and spelling

mistakes?

Feedback:
Task Achievement
The letter meets all the requirements of the task. The three points
have been covered, each point has been extended with further
appropriate and relevant information, and the tone is consistent
throughout the letter.
Coherence and Cohesion
Paragraphing has been used appropriately, ideas have been
organised logically, and cohesion within / between sentences and
paragraphs is appropriate.
Lexical Resource (Vocabulary)
Word forms and spellings are all correct. There is a range of
vocabulary and the writer collocates well.
Here are some examples of good vocabulary / phrases /
collocations for this letter:

• upon returning
• shutter mechanism
• functioning properly
• assured me
• with a view to
• company representative
• not acceptable to

Grammatical Range and Accuracy

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There is a mix of simple and complex sentences, and excellent

control of grammar and punctuation.
Here are some examples of complexity:

• ...Nokia camera that I bought...

• ...upon returning home, it became clear that...
• ...when I contacted the shop again, they said that…
• As I am sure you will understand, it is...
• ...request that I be given a full refund should I not…

The past tense has been used correctly to discuss completed

actions in the past.

HomeWorks
1. Read All Rules to write Informal & Formal Letter
2. Learn phrases to write a complaint letter (make a short
list for your own and apply in your writing)
3. Read all sample letter very carefully
o Take a pencil and analyze your sample. Notice and
underline the following points:
▪ Notice how they start, how to initiate complain, how
to make story about a complain, how to write what
you want now, how to close
▪ Sentence structure (compound, complex, simple,
conditional)
▪ Topic related formal vocab, phrases
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▪ Tenses
▪ Punctuation; referencing; paragraphing; connection
between sentences and paragraphs;
▪ How each bullet point covers each paragraph
4. Now write 3 letters from all Sample letters in your own.
Don’t copy any sentences or phrases directly, you should
learn it, then write it from your own understanding.

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