Aopened_letter complaint is either justified or it is not. In this lesson we will focus on the language and organisation of complaints that are justified, i.e. where the customer is right in making a complaint. Try to organise your replies according to the model structure below. Click on the links below for explanations and examples.

Model Structure

  • Paragraph 1: Acknowledge Complaint
  • Paragraph 2: Explain Action Taken and Findings
  • Paragraph 3: Apologise / Give Assurances
  • Paragraph 4: Offer a Solution (may not always be necessary or possible)
  • Paragraph 5: Polite Close / Perhaps Repeat Apology

FOR THE FULL ARTICLE AND PRACTICE EXERCISES: click here

 
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