Formal Email / Letter

Reference

Common mistakes

1. Hi! I wanna ask about… → Dear Sir or Madam, I would like to enquire about…
   formal greeting and phrases
2. I'm writing… It's broken… → I am writing… It is broken…
   no contractions
3. Dear Sir or Madam … Yours sincerely → Dear Sir or Madam … Yours faithfully
   faithfully when you do not know the name
4. This is unacceptable and you must give me my money! → I would appreciate a full refund.
   firm but polite

Formal Email / Letter — Exercises

Formal or informal?

Circle the correct answer.

1. Which opening is formal? (I am writing to enquire about the summer course. / Hi! I wanna know about the course. / Hey, what's up with the course?)
2. You start "Dear Sir or Madam". How do you sign off? (Yours faithfully, / Yours sincerely, / Love,)
3. You start "Dear Ms Lopez". How do you sign off? (Yours sincerely, / Yours faithfully, / Cheers,)
4. Which is a polite formal request? (I would be grateful if you could send me a refund. / Give me my money back now. / Send the money ASAP.)
5. Which sentence has no informal language? (I was disappointed to discover that the item was damaged. / I was gutted — it's totally broken! / It was rubbish, to be honest.)
6. Which is the best closing line? (I look forward to hearing from you. / Write back soon! / See ya!)

Complete the formal phrases

Write the missing word or words.

1. I am   to complain about a pair of headphones.
2. I would be   if you could reply soon.
3. I am writing with   to your advertisement.
4. I was disappointed to   that the box was damaged.
5. I would   it if you could send a replacement.
6. I look forward   hearing from you.

Write a formal email

You bought something online and it arrived broken. Write an email to the company. Explain the problem and say what you want them to do. Write 140–190 words.

Formal Email / Letter — Answer Key

Formal or informal?

1. I am writing to enquire about the summer course. — Formal: I am writing to enquire about…
2. Yours faithfully, — Name unknown → Yours faithfully.
3. Yours sincerely, — Name known → Yours sincerely.
4. I would be grateful if you could send me a refund. — I would be grateful if you could… — polite and formal.
5. I was disappointed to discover that the item was damaged. — No slang, no contractions → I was disappointed to discover…
6. I look forward to hearing from you. — Standard formal close: I look forward to hearing from you.

Complete the formal phrases

1. writing
2. grateful
3. regard
4. discover
5. appreciate
6. to

Write a formal email

1. Model answer: Dear Sir or Madam, I am writing to express my dissatisfaction with a pair of headphones I purchased from your online shop on 3rd May (order number 48213). When the headphones arrived, I was disappointed to discover that the left side did not work at all. I followed the instructions carefully and tried them with two different devices, but the problem continued. Furthermore, the box was damaged, which suggests that the product may have been dropped during delivery. I would be grateful if you could send me a replacement as soon as possible. Alternatively, I would appreciate a full refund. I have kept the original packaging and the receipt, and I am happy to return the faulty headphones if you provide a prepaid label. I have been a regular customer for several years and have always been pleased with your service, so I trust that you will deal with this matter promptly. I look forward to hearing from you. Yours faithfully, Ana Ruiz