greeting · reason for writing · clear paragraphs · closing line · sign-off
Structure
Five parts
Greeting
Dear Sir or Madam, · Dear Ms Lopez,
Reason
I am writing to complain about / enquire about / apply for…
Body
one paragraph per point, with details
Closing line
I look forward to hearing from you.
Sign-off
Yours faithfully (Dear Sir or Madam) · Yours sincerely (Dear + name)
Useful language
Formal phrases
Opening
I am writing with regard to… · I am writing to enquire about…
Complaining
I was disappointed to discover that… · I would like to express my dissatisfaction with…
Requesting
I would be grateful if you could… · I would appreciate it if…
Closing
I trust that you will… · I look forward to hearing from you.
Formal or informal?
Change the register
I'm really unhappy with…
I am writing to express my dissatisfaction with…
Can you sort it out ASAP?
I would be grateful if you could resolve this as soon as possible.
I want to know about…
I would like to enquire about…
Write back soon!
I look forward to hearing from you.
Model
A complaint — find each part
A formal email — 163 words
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
Common mistakes
Where candidates lose marks
Hi! I wanna ask about…
→
Dear Sir or Madam, I would like to enquire about…
formal greeting and phrases
I'm writing… It's broken…
→
I am writing… It is broken…
no contractions
Dear Sir or Madam … Yours sincerely
→
Dear Sir or Madam … Yours faithfully
faithfully when you do not know the name
This is unacceptable and you must give me my money!
→
I would appreciate a full refund.
firm but polite
Your turn
Say it first, then write it
Plan out loud, then write 140–190 words.
1
You stayed in a hotel and the room was dirty. Who do you write to?
2
What exactly went wrong? Give two details.
3
What do you want them to do?
4
How do you close the email?
Recap
Open
Dear Sir or Madam, · I am writing to…
reason in line 1
Body
one point per paragraph
details, dates, numbers
Request
I would be grateful if you could…
polite
Close
I look forward to hearing from you. Yours faithfully,