A Formal Letter of Complaint - B2 English Writing — Explanation

How to Write a Formal Letter of Complaint

A formal complaint letter explains a problem with a product, service, booking or experience and asks the organisation to take action. At B2 level, your letter should be factual, polite and firm. A clear sequence of events and a reasonable request are more persuasive than angry or emotional language.

Elements of a Formal Letter

Subject Line

Use a precise subject such as Complaint Regarding Order 48317 or Complaint About the Riverside Tour on 14 May.

Greeting

Use Dear Mr/Ms + surname when you know the person’s name. Otherwise, use Dear Sir or Madam.

Formal Closing

Use Yours sincerely after a named greeting and Yours faithfully after Dear Sir or Madam.

Structure of a Letter of Complaint

Paragraph 1: Reason for Writing

State what you are complaining about and give essential details such as the date, location, booking number or product name: I am writing to complain about...

Paragraph 2: First Problem

Explain what was promised and what actually happened. Include specific facts, not general statements.

Paragraph 3: Further Problems and Your Response

Add another issue, describe how you reported it and explain the response you received. Use sequencing expressions such as Firstly, In addition and Finally.

Paragraph 4: Requested Action

State the outcome you expect. Depending on the situation, you might request a refund, replacement, repair, apology or compensation. Keep the request realistic and give a reasonable reply deadline if necessary.

Using the Passive Voice

The passive voice focuses on what happened to you or the service rather than repeatedly blaming an unnamed employee:

• We were told that the room was ready.
• I was charged twice for delivery.
• The replacement was not sent until Friday.

Reporting Printed Information

When comparing an advert or brochure with your experience, use reported speech. Verb forms often move back:

• Advert: “The course includes all materials.”
• Letter: The advert stated that the course included all materials.
• Brochure: “Guests will receive breakfast.”
• Letter: The brochure said that guests would receive breakfast.

Showing Contrast

Use although before a clause and however to connect contrasting sentences:

• Although the website described the room as quiet, it faced a busy road.
• The website described the room as quiet. However, traffic kept us awake.

Describing Feelings and Situations

Useful formal expressions include I was extremely disappointed with..., I was surprised to discover..., This caused considerable inconvenience and I found this unacceptable. Avoid insults, capital letters and threats.

Model Formal Complaint Letter

Subject: Complaint Regarding Photography Workshop PW204

Dear Sir or Madam,

I am writing to complain about the weekend photography workshop I attended at Greenway Arts Centre on 6–7 June. The course was advertised as a practical class for small groups, but several important details did not match the information on your website.

Firstly, the website stated that each group would contain no more than ten participants. However, there were twenty-three people in my class, so the instructor was unable to give individual feedback. In addition, we were told that professional lighting equipment would be provided, but only two lamps were available and one did not work.

I raised these concerns with the reception desk on Saturday afternoon. I was assured that a second instructor and additional equipment would arrive the next morning. Unfortunately, neither was provided. As a result, we completed very few of the practical activities listed in the programme.

I was extremely disappointed with the course and believe that the fee did not reflect the service received. I therefore request a partial refund of 50%. I have attached my booking confirmation and would appreciate a response within fourteen days.

Yours faithfully,
Naomi Reed

Final Checklist

Check that your letter identifies the booking or product, describes events in order, compares promises with reality, uses a formal but controlled tone, requests a clear solution and has the correct greeting and sign-off.