Task type: A letter of complaint

Writing Paper: Part 2
Task type: A letter of complaint

QuestionYou recently took a self-catering holiday in a luxury apartment, but the standard of the accommodation was very poor. The holiday company that you booked with have offered you some vouchers as compensation, but you have decided you would prefer a cash refund instead. Write a letter to the company outlining the problems you experienced with the accommodation and the action you want them to take.

Write the letter to the company. (around 280 - 320 words)

What you need to include to passClick here for our checklist first to understand what the examiner is looking for in a good answer.

Ideas for writingAsk yourself the following questions to help you get started:

• Use the opening paragraph to describe the details of the holiday, e.g. when it was booked, how you paid, and what you were expecting from the apartment:
  "... your brochure described it as ..."
  
• Start a new paragraph to narrate the details of the problem with the apartment. Make a list of the problems that you experienced and explain what action you took when you discovered the problems:
  E.g. leaking water pipe, telephone not working, cold and draughty - telephoned to complain, took photographs for evidence, etc.
• The second half of the letter should focus on the action that the company needs to take. Ask for a cash refund and anything else you want the company to do:
  E.g. issue you with a formal apology
  (You should also give a reason for rejecting their offer of travel vouchers.)
  Finish the letter by considering what will happen if they don't respond to your request. Will you:
  E.g. take legal action? write a letter to the papers about the company?
• As you write your letter think about the tone. If the tone is threatening all the way through, it will have a negative impact on the reader. So try and balance your criticisms with a less hostile tone in places.
  E.g. "I am sure that you are willing to reach a satisfactory compromise..."
  
  Drafting and proofreading your work
  You should look at your first draft of the task and decide:

• Have you answered the question fully?
• Is the layout and organisation appropriate for a letter?
• Is the language accurate with a good range of structures?
• Is the style appropriate and consistent for your letter?
• Is your letter likely to achieve the required result (in this case, a cash refund)?

If the answer is 'no' to any of these questions then you will need to do some more drafting!

Writing Paper: Part 2
Task type: A letter of complaint

Content Should include details about why the holiday accommodation was unsatisfactory, the rejection of the offer of holiday vouchers and a request for a cash refund. Background details of the holiday booking should also be included.

Communicative achievementShould be formal as this is a letter of complaint. The tone should not be overly hostile as this is usually counterproductive, but the request for action may be expressed quite assertively. The reader would be convinced enough to agree to the request for a cash refund.

OrganisationShould have the layout of a formal letter, with appropriate salutation and closing. The content should be organised into appropriate paragraphs. N.B. In the exam there is no need to write addresses.

Language Language of narrative (i.e. for explaining the sequence of events), complaining (e.g. 'compensation', 'seek legal advice', 'customer service', etc) and requesting. Topic vocabulary relating to holidays (e.g. 'brochure/literature') may also be used. Does not have to be completely accurate but any errors should be minimal.

Model answer

1 July 2012

Re: Holiday in Wales, 17 - 23 March 2012{1}

 

Dear Mrs Young{2}

{3} On 10 March this year, my wife and I purchased a holiday in Wales from your company. It was on a self-catering basis and the accommodation was described in the brochure as a "luxury apartment of the highest quality". We booked the apartment for 17 - 23 March to coincide with our first wedding anniversary and paid in full for the holiday before we departed.

{4} When we arrived we were rather disappointed{5} with what we found. Not only were the furniture and fittings of a very poor quality, it was evident that the apartment had not been cleaned following the departure of the previous occupants. Imagine our surprise to find a carton of mouldy milk in the fridge, unclean bed linen, and a bathroom that had been left in an unspeakable state. Enclosed are some photographs I took of the apartment, just so you are in no doubt about its appalling condition.

{6} I immediately telephoned your customer hotline to complain but I was told that because we had arrived on a Sunday we would have to wait until the following day before a cleaner could be sent round. The cleaner did in fact arrive the next day but to add insult to injury we were forced to vacate the apartment for four hours while it was being cleaned! We feel let down that the accommodation did not live up to its promise.

{7} To resolve the problem I require you to provide a cash refund of the cost of the accommodation, which is approximately £300. I should mention that your Customer Services Manager has already offered me some holiday vouchers to the same value as compensation but this is unsatisfactory as I am unlikely to be travelling with your company in the near future. I feel you should also amend the brochure description of the apartment itself so that future customers are not similarly misled.

I look forward to hearing from you and to your help in sorting out this matter{8}. I will wait for a period of 14 days and if a reply has not been forthcoming by then I will be seeking advice from my solicitor. Please contact me at the above address or by phone on 0207 55588998.

Yours sincerely{9}

John Toomey

Mr. John Toomey