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letter of complaint

Imagine…
• You and your partner recently
joined the Super Fit Fitness Centre.

Prepared by Ms. Ta Thanh
Hien


What are your
expectations?
• Towards its facilities?
• Towards its activities?
• Towards its snack bar?

Prepared by Ms. Ta Thanh
Hien


What are your
expectations?


Prepared by Ms. Ta Thanh
Hien


What are your
expectations?
• Towards its facilities?
• Towards its activities?
• Towards its snack bar?

Prepared by Ms. Ta Thanh
Hien


What are your
expectations?
• Facilities
– Weight-lifting, muscle-training,
cycling and jogging machines, TV,
changing room…

• Activities
– Yoga, aerobics, kick-boxing…

• Snack bar
– veggies, fruit, energy bars, juice…
Prepared by Ms. Ta Thanh
Hien


Writing a letter
of complaint
1. Gather information for a
complaint
2. Learn how to make
complaints in a polite way
3. Write the first draft of a letter
of complaint

Prepared by Ms. Ta Thanh
Hien


Things that you are
dissatisfied with
• Changing room
– Attendant
• Dirty, lazy, rude

– State of the room
• Dirty, smelly, slippery (water on floor)

– Equipment
• No clean towels

– Facilities
• Broken lockers, no benches
Prepared by Ms. Ta Thanh
Hien


Things that you are
dissatisfied with
• Aerobics class
– Instructor
• Too chubby, unfit, unprofessional

– State of the room
• Crowded, untidy

– Equipment
• Gym equipment on floor

– Facilities
• Broken CD player, cracked glass
Prepared by Ms. Ta Thanh
Hien


Things that you are
dissatisfied with
• Snack bar
– Assistant

• Dirty, sleepy

– State of the room

• Dirty, unhygienic, slippery (dripping
water)

– Food

• Unhealthy, fattening, too much fat &
sugar

– Facilities

• Broken chairs & tables, dirty dishes
Prepared by Ms. Ta Thanh
Hien


Reply from assistant manager
• Response:
– Vegetables and dairy products in burgers
– Fruit in cakes and drinks
– Go and exercise instead of sitting in the
snack bar
– He gave good advice because sugar and
fat give you energy

• Action:
– None

• Other comments:
– Join another fitness centre if you’re
unhappy
Prepared by Ms. Ta Thanh
Hien


How to write a letter of complaint
• Purpose
– Express dissatisfaction (describe
what happened and how you felt)
– Ask for follow-up actions

• Style
– Formal

• Tone
– Firm but polite

Prepared by Ms. Ta Thanh
Hien


Different parts of a formal letter
A
B
C
D
E

F

G
H

I

A. Sender’s address
B. Date
C. Receiver’s name,
title & address
D. Greeting
E. Subject
F. Content
G. Closing
H. Sender’s
signature
I. Sender’s full
name

Prepared by Ms. Ta Thanh
Hien


Plan your letter
• Opening paragraph
– Why you are writing this letter






Specific
Complaint 1 (aerobic class)
problems
+
Complaint 2 (snack bar)
details,
adjectives,
Complaint 3 (assistant manager) reported
speech
Closing paragraph
– Actions you request
Prepared by Ms. Ta Thanh
Hien


Opening
• I am writing in connection with…
• We are writing to complain about the
consignment of ... we have received
from you.
• We are writing with reference to our
order No. 56439 for 250 garden
tables.
• I am writing with regard to…
• I am writing Prepared
about…
by Ms. Ta Thanh
Hien


Details
• In your advertisement, you said
that….In fact/However/Worse than
that, To make the matter worse,…

Prepared by Ms. Ta Thanh
Hien


Your demands

• I would like you to refund my money as
soon as possible and I suggest that you
pay compensation for the injuries that I
have received.
• Unless I receive a satisfactory reply within
the next three weeks, I will have to take
further action.
• I have already been in contact with my
local consumer protection office in order
to ask for advice and they have
recommended me to take legal action if I
do not get full satisfaction.
Prepared by Ms. Ta Thanh
Hien


Ending
• I look forward to hearing from you.
• I look forward to a resolution to this
problem.

Prepared by Ms. Ta Thanh
Hien



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